Customers get in touch with brands because they need to, not because they want to. This is why it’s important to be ready to offer support on every channel to meet your customers’ needs, and today that very much includes social.
Social media is continuing to grow in importance and it’s increasingly becoming a preferred channel for communication. Consumers want to be able to connect with the companies and brands they relate to, and social media allows them to do just that, enabling two-way communication in a way like never before. And the brands that know how to leverage social media to provide seamless customer service are the ones that will build long-lasting relationships with their customers, creating that all-important trust and loyalty.
Today, millennials and younger generations make up just over half of the American population, and these generations are online. Gen Z has never known life without Google. They are true digital natives: From their earliest youth, they have been exposed to the internet, social media networks and mobile systems. So for modern brands, being present on social media platforms—where today’s customers already are—isn’t just a nice to have, it’s a must.
Social media plays an increasingly important role throughout the customer journey, particularly during the ever-crucial purchasing process. At any moment, brands must be prepared to quickly and effectively answer any potential questions that arise during the actual purchase, as well as after, should post-care be needed. Social media provides an amazing opportunity for brands to take their customer experience to the next level, but unfortunately, a whopping 62% of consumers don’t feel that they receive excellent customer service on social media when making a purchase. So, what should brands be considering as they level up their customer care to meet the needs of the modern consumer?
According to Statista, 47% of U.S. consumers have a more favorable view of brands that respond to customer complaints and questions on social media. Here are some tips on how to strengthen your customer service on social media:
More and more we’re seeing that social media is an integral part of the customer experience. Delivering great experiences for customers and achieving revenue growth are not mutually exclusive; they go hand in hand. Happy customers become returning customers, and returning customers become loyal customers, and that loyalty really impacts the bottom line.
For brands, serving your customers on their preferred channel is vital to building stronger relationships, building loyalty and ultimately turning them into brand advocates.
This article was originally published on Forbes.com
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