You don’t have to search for long to see that most businesses in Whistler conduct excellent customer service on social media. But how many businesses consider it to be their main support channel?
As we move further into the digital age, emails and phone calls are taking a lesser role when it comes to customer care. Instead, people are choosing to turn to social media to voice their complaints and complements towards businesses. Offering many benefits to both small businesses and to customers, here’s why social media is the future of customer service, and why – if you aren’t already – you should be consistently and promptly responding to customers online.
The power of social media
Social media already dominates internet activity. With over 1.5 billion Facebook users and 400 million Instagram users, the power of social media is ever-growing, and becoming increasingly accessible to people all over the world. With so many users, brands are able to reach an unlimited number of potential customers.
It’s customers preferred method of communication
90% of users prefer to use social media over other methods to communicate with brands. Understandably, people don’t want to wait hours for a response, or sit waiting on hold. Customers require instant gratification, and now expect companies to use social customer service to answer issues and problems immediately.
Phone conversations can occasionally leave customers with a negative impression of a business due to miscommunication. With text-based customer support, it is much easier for your team to understand and translate a customers issues, simplifying the process for both customers and companies.
It’s an inexpensive solution
Shifting customer service to social media has great financial benefits. On average, it costs $1 to solve a customer issue on social media…with conventional phone calls, solving the same issue often costs 6 times as much. This is partly due to the fact that customer service agents can solve problems much more efficiently through social media, and decrease the time spent on each issue.
It improves and increases brand reputation
Thanks to social media, customer service has become a spectator’s sport. But this can really work in your favour!
If you fail to respond, you’ll give off the message that you are arrogant and have nothing to offer in terms of a solution – all of which, as you can imagine, will greatly damage your reputation. However, provided you deal with situations appropriately and promptly, your outstanding customer service will play out in full view of the public. Your audience will be able to see that you are a trustworthy business that cares about your customers, and brand awareness will grow accordingly.
It benefits an integrated marketing approach
A successful marketing campaign can only succeed if it’s backed up by strong and solid customer service. Nailing the social customer service experience is particularly important for local businesses, as potential customers are likely to look up reviews before purchasing your products or services.
We cannot stress enough the importance of an integrated marketing approach. To create a seamless and positive image of your brand, it’s important to consider every aspect of your marketing strategy from awareness building to how you handle post-sale customer service. If you haven’t already invested in social media, now is the perfect time to get started. Cloud9 offer strategy consultancy and monthly social media services, and we would be happy to discuss all the ways in which you can improve the online customer experience. To get in contact, please click here.