Even though the way people do business has changed over the years, consumer behavior has remained the same. They still want the best products or services at the best possible rate, they want an easy way to buy those products, and in troubled times, they want someone who listens and quickly solve their problems.
This is where social media has revolutionized the way businesses provide customer service.
Many businesses are taking their service queries to social media channels as their preferred communication route. Let’s take a look at the power of social media customer service.
Providing quick responses to your customers is vital for effective customer support.
The longer you take to respond to a complaint or query, the worse your reputation becomes in the eyes of the consumers. This became a major problem when it came to the more traditional forms of customer support, such as phone support or email support.
Social media support allows businesses to cater to a large audience in a short amount of time, and has the benefit of being more proactive than both phone and email support.
A reputation maker or breaker
Social media has the power to make or break your business. This is because your reputation is entirely in the hands of the consumers.
Providing bad products or services can lead to upset consumers, who will surely approach your social media page in order to express their views. Most of us have low expectations when it comes to customer service and dealing with customer agents. Customers who see a company that is willing to do a little extra often become their brand advocates, telling people in their network about the great service they received.
On the flip side, positive customer experiences can result in positive comments, reviews and feedback about your business. This form of organic marketing – through word-of-mouth and sharing of experiences – is the best kind that any business can get.
Product development with feedback
All businesses exist because of their customer base, and so if customers make suggestions, businesses have to take them into consideration.
Moreover, accepting customer feedback with open arms can help you significantly improve your products and services. The main reason for this is the fact that your customers are the ones who, in the end, actually experience your product or service, making them the best judges.
So, if you want to know what it is that you can do to further develop your product, ask your customers to pro-actively provide feedback on your social media channels.
Social media is everywhere
Social media is gradually becoming an important part of our daily lives. From celebrating personal moments, to sharing news and information, to simply catching up with family and friends, there is a lot that is happening on social media.
With that in mind, social media support requires you to listen and respond to your customers across a variety of social platforms, including Twitter, Facebook, and the plethora of other social networks.
To make sure that you are staying on top of your customer interactions, you must implement an advanced customer support software that helps you easily monitor and manage your social media platforms.
Remember, the main reason why businesses go live on social media is to give their customers another channel to reach out to their business, if and when they require support. Don’t ignore this core reason and you should be good at delivering effective customer support.