To provide top-notch customer service, you must serve your customers in the channels they wish to be served in. In today’s age, if you’re not on social media you’re dropping the ball.
Take a look at the bar chart below. According to Statista, the percentage of people in the US who use social media has grown significantly every year since 2008! Also, US consumer shopping trends have drastically shifted from in-store to online. The math just adds up; you need to be where your customers are!
And it doesn’t matter the size of your business either, small or large business customers are all talking about your brand… Online! From questions to issues, people want to be able to get the help and support in the way that’s most convenient for them. There are so many benefits besides pleasing your customers too! Not convinced? Consider our favorite benefits, for both customers and companies:
Build Customer Relationships: Promoting your brand online by publishing content is great, but what happens when people comment and receive no response? Engaging with your customers is a must if you’re looking to retain brand loyalty.
Brand Protection/Image Control: It’s no secret, people love to post bad reviews and complain about bad experiences online. Sometimes, this is the exact reason why some businesses think it’s best not to even own social media. BAD IDEA! This is your chance to capitalize on the negativity by responding quickly and working diligently to correct the problem. Responding shows you hear and value your customers, for all to see!
Stand Out From The Competition: By monitoring your social media channels for mentions of your brand, you can reach out and WOW people in a positive light. As mentioned before, people love to be heard.
Humanize your Brand: Let’s face it, no one likes to speak with a robot, hear a script, or receive an automated email. Managing your customer service through social media allows you to reply using your brand voice in a conversational tone, providing customers a more personalized brand experience.
If you’re already using social media as a customer service channel, we applaud you! You’re ahead of the pack! If not, it’s not too late. At NexGen, we have social media and customer service gurus that give your customers the BEST service and experience! We also deliver on routine reporting, crisis management, content creation, content scheduling, and competition analysis. Add our call center to the mix, and you have got all your customer service needs in one place!