Reaching brands now has never been easier thanks to social media. But when customer concerns come into play, sometimes the most obvious reasons to invest in social media customer support services aren't clear to some entrepreneurs.
Here are some figures worth taking note: around 65 percent of customers expect brands to offer customer service on social media; about 84 percent of customers expect a response within the day and a whopping 78 percent expect a response within an hour. Need we say more?
Of course, other channels like website or email can be good for your business as well, but since social media doesn't seem like it's going away soon, providing support there also seems like your best bet.
Here are some benefits you'll enjoy:
1. You are more likely to have loyal brand followers
Let's see here...
An estimated 79 percent of internet users are on Facebook. Brands on Facebook receive about 39 messages for every 1,000 fans. The relative number of questions asked on Facebook is 40.7 percent, and the relative response rate is 59.4 percent. Let's say your brand welcomes customer inquiries on Facebook. Every time your they get an immediate response, you are more likely to retain their loyalty and gain more prospective customers through positive reviews.
2. Not only do you cut costs, but you boost your brand's revenue and ROI
Well-managed support actually creates greater annual increase-about 81 percent-from customer referrals. This is because companies have a better chance of keeping their customers when brands give them good customer service experiences. They're more likely to spend about 20 to 40 percent more on your products or services. And these "good experiences"? They mostly stem from complete and immediate responses. It's like a domino effect.
3. It's a method of marketing
... according to Forbes, at least. Handling inquiries on such public channels like Facebook or Twitter can help you build your brand's identity, especially with the way you respond.
This is where you not only get in touch with your customers, but let your brand's image show. When people see a relatable personality, they're more likely to give you attention and be interested in your business.
Spotify has one of the best customer support services on social media--even winning an award for it. They have a separate account on Twitter dedicated solely for customer support where they give specific instructions. Their personality also shows through witty responses that solidify their friendly persona.
4. It boosts your brand image
Did you know Xbox's response time on Twitter is recorded in the Guinness World Records? They have a response rate of 2 minutes and 42 seconds. Okay, so you don't exactly have to be that speedy, but the rate at which you respond to customers can show them how much your brand really cares. And it's not just about the speed, because as mentioned before, the way you handle concerns can make or break your reputation.
There are many avenues for customer support services, and social media is undoubtedly one of the best channels. Of course, handling customers isn't exactly a walk in the park, so if your brand's support services need a little boost, there's a company you can call to assist you with that.
Article Source: https://EzineArticles.com/expert/Donald_Smithon/2139064
Article Source: http://EzineArticles.com/9917384
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