Customer Support via Social Media will Rise
Support is provided through social media channels like Facebook and Twitter by Social Media Customer Service. Businesses are able to quickly respond to questions and meet customers where they are. Over 60% of customers believe that prompt resolution of problems is the most important aspect of excellent support. Because of this alone, social media customer service is invaluable because it provides another channel for nearly instantaneous communication.
Social media platforms are now more than just advertising and marketing tools. With the rise of conversational business, they are also valid and important channels for customers to receive customer service today. Small and large B2B and B2C businesses alike may find it challenging to provide omnichannel support through social media. It may be difficult for smaller businesses to handle customer requests with sufficient staff. It may be challenging for large businesses with high levels of engagement to connect with every contact.
Regardless, customer service expectations are rising annually, and your business must adapt to meet them. Utilizing social media tools to resolve customer issues or questions is known as social media customer service. Because it allows customers to communicate with your team on the platforms they already use, social customer support is very effective.
– Customers want brands to support their customers on social media.
– On Facebook Messenger, individuals and businesses exchange one billion messages per month.
– 70% of people anticipate increasing their use of text messages to inquire about customer service in the future.
– 64% of people would rather text a company than call them.
– Without leaving the social app, 18.7% of U.S. social buyers completed their most recent purchase.
– When users make purchases directly on social media, it makes no sense to look for customer support elsewhere.
– Digital customer service interactions are expected to rise by 40% in 2021, according to Forrester.
Banks with high social media rankings respond to inquiries from customers within an hour.
– Within 15 minutes, 59% of brand responses to user Tweets are provided.
However, when brands do not have their own customer service Twitter account, this number drops to 30%.
– 9% of brands do not respond to comments on Instagram, and 16% of brands do not respond to comments on Facebook. – 45% of brands took more than five days to respond to messages through their Facebook Pages.
– 69% of Facebook users in the United States who send business messages say it boosts their confidence in the brand.
– 40% of holiday shoppers say that a brand they can message is more likely to make a purchase.
– When making a purchase online, 60% of Internet users are concerned about poor customer service.
– According to a U.S. survey, 36% of respondents, “great customer service” motivates them to recommend a brand online.
Conclusion: When it comes to social media customer service, brands today cannot wing it. You will unavoidably ignore your customers’ questions and concerns if you do not have a strategy or the right tools. Make use of the aforementioned tools and advice to ensure that you are paying attention to each customer and responding promptly. Keep in mind that you can’t run until you can walk. If you try to implement multiple process changes at once, you might backfire rather than advance your strategy.