Home » Why is Customer Service on Social Media so Important?

Why is Customer Service on Social Media so Important?

by keeptrackit
Social Media

Customer service has become one of the most important factors in the sales decision process for your customers, which has developed rapidly over the past period and has become very important.

In fact, it is estimated that now and in the near future, customer experience will be the number one determining factor in determining price and potential for repeat sale.

Therefore, you must take care of your customers to remain in the lead among the sites that compete with you in the volume of sales of the same product or services that you provide.

The following are some of the reasons that make you interested in customer service through social media and the advantages that you will be able to obtain, whether on the services you provide or the products that you offer to customers, and these reasons are:-

Get More Money

Some great studies show how customers spend 20-40% more money with companies that respond to customer service inquiries via social media.

When you give your customers the support they need, they trust and value your brand and that trust leads to sales. As you well know, social media has become a huge part of the daily lives of many customers.

This is especially true if you cater to the larger half of the market (who, it turns out, spend about 4 hours per day on social media).

So with a big promotion that includes a large part of the customers in the market, you will be able to get more customers and therefore more sales and better profits than ever before. Your interest in customer service ensures that you will attract a large audience and give you more confidence in your company.

Easier Way to Communicate with Customers

Social media makes customer service simple. Think of the added value you can offer to your fatigued customer by directing them to a helpful video or webpage that solves their problem.

A quick and helpful response is often enough to turn things around and turn a customer’s problem into a happy ending for both parties.

A Cheaper Solution to Dealing with Customers

You can’t say the word “customer service” without conjuring up pictures of call centers that cost more money. It is the way customers are approached to manage their dealings.

It is also somewhat expensive, with an average interaction cost of around $8. Social media customer service lowers the cost of interaction to about $1.

Whatever your current customer service approach, social media means increased efficiency and lower costs.

It is the Fastest Way to Provide Customer Service

Imagine waiting “in line” for your call to be answered or entering a bunch of information into a customer service email form. This will make you feel angry and frustrated, right? If you are, you are afraid of being late and waiting. Fast social media customer service.

Your customers can send a quick tweet or comment while they are already on social networks. You can be there to answer questions and solve problems as soon as they arise.

Doing things this way shows people that you genuinely care about their cause and that’s half the battle in winning a customer who is satisfied with the services you provide through your company or website.

Customer service via social media gives you the opportunity to interact quickly and wisely, with an opportunity for informal interactions once a relationship is established. Your ability to determine the severity of the complaint and the individual tone of your customers will help you judge the best way to interact with them.

Do they use emojis and slang? Do they seem to have trouble just getting their message across to you? Do your best to read the individual and respond accordingly. A less formal approach to social media interactions is often preferred, but know your audience before you get too friendly.

There are times to get highly professional and times when a smiley face in your response can lighten the mood and completely change the scenario.

If you’re responding to a disgruntled customer for help, don’t avoid starting the conversation with a genuine apology. Saying “sorry” doesn’t always mean you’re at fault. Deal with the situation in an empathetic tone. Interact with your customer politely and professionally.

If your company is in the wrong, take responsibility and do your best to win back the customer’s trust. It may take less than you expect.

If your company is not at fault, instead of assigning blame, see what you can do to turn the situation around anyway. Even if their complaint is about something outside of your control, a special offer and a few kind words can go a long way.

You never know what can turn an unhappy speaker into a repeat customer and fan of your brand.

You may also like

Leave a Comment