If you’re a business but not on social media already, then you need to be. If you already have social media presence, it’s important that you are active and responsive.
Social media is an extremely important customer service tool—in fact your most important customer service tool these days—here’s why:
Social Media Puts You Where your Customers Are
It seems that everyone has their eyes glued to their phone these days, even if they’re at the movie theater or in the middle of a conversation. You can do so much through social media.
Many businesses even have 24/7 social media support. Plus, now with the ability to add unique pages, you can even upload shops and menus on Facebook. With about 80% of all internet users being active on at least one social media platform, it is the key to being in touch with your customers.
Their likes and comments give you valuable insights and can help you position your brand better. But you need to be very active on the platform as today’s customers are spoiled. They want quick response. For example, 72% of customers complaining via Twitter expect a response within 2 hours of posting a tweet.
This puts a lot of pressure on brands but this pressure can help them improve their customer service.
Social Media Lets You Hear What your Customers Have to Say
Getting customer feedback can be hard. It shouldn’t be, but sometimes it is. You can send out surveys and ask for responses, but people don’t always want to take the time to provide the information you’re asking for. What’s even more difficult is that happy or satisfied customers don’t always fill out surveys or give feedback—unsatisfied customers do, though, which makes it difficult to really gauge what your customers have to say about you and get real feedback.
Giving feedback on…
