Or is it hurting your customer experience?
Consumers who receive prompt responses through social media channels are more likely to remain brand loyal and provide word-of-mouth referrals. When implemented correctly, social media customer service encourages consumer spending, improves operational efficiency and increases organizational performance.
Customer inquiries on social are increasing. Twitter found, in recent research, that customer service conversations had increased by 2.5x in the past two years. Since it is social media, customers expect a fast response. Fast responses are an essential part of meeting customer expectations for social care.
When customers receive favourable service, advocacy increases. When companies engage and respond to customers over social, those customers spend 20-40% more with them.
Make Social Customer Service a Valuable Piece, companies that gets this right achieve the ultimate balance. They improve the customer experience while driving operational excellence, which translates into reduced costs.
But, a common mistake that many brands make with a social customer service program is to manage it as a soloed initiative. As a result, customers get frustrated and post negative comments about their experiences.
This is not good when 75% of consumers expect a consistent experience wherever they engage be it web, social media web or in person.
When social media is integrated with other channels, so data and insights are shared across the organization, brands can use these insights to tailor each interaction to improve the customer’s overall experience. Adding social media data into the mix only makes customer journeys richer. Building a comprehensive view into journeys helps brands understand, predict and address customer expectations.
Therefore, to have a truly omnichannel customer experience, it is vital that social customer service be a valuable component.
Meanwhile, omni-channel is defined as a multi-channel sales approach that provides the customer with an integrated customer experience. The customer can be shopping online from a desktop or mobile device, or by telephone, or in a bricks and mortar store and the experience would be seamless.
Implement Best Practices To Make Social Customer Service Stick.
Social Customer Service is a big deal. In fact, social customer service serves as an inflection point – it can determine whether a customer continues to do business or stops doing business with you!