Top Tips to Utilise Social Media in Customer Service [Infographic]
Businesses, no matter what industry they belong to or how many clients and employees they currently have or how long have they been operational in the market, all have to deal with customers at some point. This is what makes customer service so imperative as a part of the business’ processes because, without it, a business can be at a loss on how to properly address their customers – particularly their concerns, suggestions, inquiries, and complaints.
This has always been done through traditional means, mainly because they are what the business can use as means of communication between them and the customers at the time. From mail correspondence, telephone conversations, to even mobile messaging platforms, businesses all had to utilize the technology that was prevalent at the time that can allow them communication – and sometimes they aren’t very efficient or effective.
The rise of social media and instant messaging brought about by technological advancements in the digital age, however, has given businesses a new avenue of communication for their customers – far more effective and efficient than the existing methods that have been used for decades. No more will a customer have to endure long waits and holding during a phone call, waiting for days or weeks to get a response, or being limited to a certain number of characters in an SMS. They can now voice their various messages through social media, and this is a convenient way for all parties involved as through social media, they can detail more about the problem or inquiry – sometimes with media accompaniments to better illustrate their point.
In one JD Power survey of more than 23,000 online consumers, 67% of the respondents reported that they have contacted a company via social media for customer support. Reasons for this preference can differ, from the easy connectivity to the convenience of being able to leave messages at any time and be assured that the business will still receive it even when they are currently off hours.
However, being present in social media alone is not enough for businesses. To utilize it effectively, a business must be careful on how they listen, and more importantly, how they respond to the questions and concerns of their customers. These factors are very important to consider, as a Gartner study found that companies who ignore support requests on social media see an average churn rate that’s 15% higher than companies who don’t.
Learn about how you can utilize social media to deliver great customer service, whether you’re just getting started or are taking your social care to the next level, with this infographic by Global Outsourcing AU.
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