Did you know that 77% of customers would recommend a brand to a friend after having a single positive experience [1]And if you care for good customer experience, then you cannot afford to undermine the importance of customer service. According to a study by Hubspot[2], 93% of customers are likely to make repeat purchases with companies who offer excellent customer service.
The Visibility Factor
Customer service is always going to be a crucial aspect of customer experience. But in the digital age, it is also lot more visible to everyone.
Consumers have started taking their customer service inquiries online, including offline retail customers. For someone who made a purchase through an online channel, chances of her engaging online for post-purchase sales are high. For retail store customers, social media is a quicker way, although it’s likely that they might do it publicly.
Hence from online reviews to customer complaints and issues, everything is easier to find on social media than ever before.
And this customer experience feedback is not sitting isolated on social platforms. Everyone is so connected on social media. That makes a perfect case for brands to use social media as a customer service tool. In fact, many brands have developed significantly more active social accounts, all for the sake of interacting with the massive user base spread across social media channels.
The Impact of using Social Media for Customer Service
One of the common social media mistakes which businesses overlook is that they ignore comments. Even brands with dedicated resources sometimes overlook such an important aspect of brand experience.
- Offering customer service on social media offers an easy way to speak directly to the customer.
- Answering a customer complaint can increase customer advocacy by as
much as 25%, meaning that responding to complaints can help create loyal
customers [3].
- Using social media for customer service helps in building good reputation by highlighting positive reviews and customer experience stories. It also allows dealing with negative reviews or bad experience quickly
- It gives an opportunity to collect all the data and identify trends, common customer pain points or requests for new features/products.
If you believe that good customer experience leads to better brand advocacy and improved sales, then do not ignore the customer service opportunity on social media platform. For professional assistance, work with a professional social media agency.
OH! Design Studio is an integrated branding and social media agency in Mumbai. The firm has provided social media services to various B2B & B2C clients like software, F&B, SaS, electronics, fashion, etc.
References:
[1] https://experiencematters.blog/2017/02/23/customer-experience-leads-to-recommendations-charts-for-20-industries/
[2] https://blog.hubspot.com/news-trends/customer-acquisition-study
[3] https://www.convinceandconvert.com/social-media-research/5-social-media-customer-service-stats-you-must-know/
