Does your company have a social media account?
Is it well monitored and managed?
Social media has become a strong customer service outlet. Customers want and expect to interact with companies on social media.
Consumers Want to Use Social Media
According to an infographic by Avaya, 16% of customers want to interact with organizations using social media and 50% are more likely to buy products or services from a company that they can contact via social media.
Consumers Expect Speed on Social Media
Many people use social media as a quicker and easier way to get their questions answered. This means you need to monitor your social media presence and respond to questions in a timely fashion.
A survey by Maritz Research revealed that 78% of consumers believe social media is the next era of customer service. However, 71% of respondents noted a time that a company never acknowledged their complaints on Twitter. Don’t make this mistake.
Just by simply acknowledging a consumer’s frustration, you can satisfy them. In fact, of those surveyed who did receive a response after complaining on Twitter, 75% found the result satisfying. Happy customers are especially important on social media because you never know who you could be speaking to and how vocal they will be after a poor experience.
TIP: It is possible a consumer will complain about your company on Twitter but not tweet your company directly. This is why it’s so important to track hashtags and keywords. Most social media monitoring tools will allow you to track specific keywords, keyword phrases and hashtags.
Positive Social Media Customer Service Can Drive Sales
Do you tend to shop more often at stores where you’ve had a good experience? Well, of course! Why wouldn’t you? The experience you give customers on social media should be no different than the experience you want them to have in your store or on your website. Consumers who use social media to contact companies tend to have a strong voice on social networks. That means a story about a poor experience by one consumer can quickly spread to many others.
A survey by American Express revealed that people who use social media for customer service “tell significantly more people about their service experiences.”
The survey also revealed:
- Those who use social media for customer service spend 21% more with companies who deliver great customer service.
- More than 80% of those who use social media for customer service say they have abandoned a purchase because of a poor service experience, compared to 55% of overall consumers.
How Well Do You Use Social Media for Customer Service?
Are you using social media for customer service? That’s a good question, and if you don’t already, hopefully you will. But the more important question is, how well are you using social media for customer service?
Look for our next article on Tips for Using Social Media as a Customer Service Tool.