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/
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