It is not uncommon for people to look at the idea of social media customer support and treat it with a certain amount of skepticism. This skepticism creeps in due to the hype and the inability to distinguish the hype from the genuine value social media customer support can bring. The implementation of social media support is not to reinvent the business, but it’s there to help propel your business forward. Social media support adds a new dimension to the way you interact with customers and the relationships you have with them.
Anticipates your customer’s needs
For the longest time, the customer’s social media activity wasn’t trackable. With social media support, that has changed. When you add a social media channel to your existing customer support system, then you have the capability to combine everything that you already know about your respective customer, prospect, and lead with information that’s new, information related to their social media activity. Also, when your client chooses to contact you via any of the social channels like Twitter or Facebook, you can easily track and manage the conversation with in-depth detail, as it was possible for telephone or email inquiry. This will allow you to respond and act in a better way and will also help you anticipate your customer’s needs in advance.
Helps you get to the root of the problem
While companies across the board are spending capital on diligently creating and curating new content on multiple social media channels like Facebook, Twitter, Youtube and so on, only a few are seeing any tangible results. They are in this diabolical situation because they are not able to tap into the conversations that their audience is having, implying the fact that they are not able to reply or solve problems online in an appropriate manner. If your target audience fails to get the answers they want from you, then the reception of your brand is not going to be good.
Allows you to bridge the gap
This is exactly where social media support comes into the picture. When you integrate social media support into your system, you tap into unexplored channels and end up having much better insight. It empowers you to monitor, track and benchmark the conversations on these channels. With social media support, you end up having a customer centric approach towards solving their problems. It allows your customers to have a channel that is more akin to their liking, and one, which they are comfortable using. It allows them to air their grievances in a convenient manner. It also allows your organization to have a broad overview of the brand’s reach. Moreover, you can now have the granular details of each interaction with your customer.
From customer service to marketing to sales, everyone benefits from the implementation of a social media customer service software that is making use of social tools to get more overview, as well as insight into customer conversations. It helps establish a win-win situation for everyone involved. Your customers see you in a better light, they picture you as an organization that goes out of its way to listen to its clients and their demands, while you end up having a reputation and brand image that’s enviable.