Social media has already revolutionised the way online users stay digitally connected, share content and interact with one another. These dynamic networks have even helped online businesses to expand their reach and improve conversion.
And now companies are finding that social media networks enable them to master customer care services both pre and post-sale. Essentially, social media networking can become an integral channel as part of a purchase path together with customer support for aftercare services.
But social can be more than that – with the right tools. Let’s say you have a disgruntled customer who tells a friend how unhappy they are with your product and services. This kind of social sniping could damage your reputation and online creditability.
Online tools are available that enable companies to monitor discussions on social media so that when somebody mentions your brand or products associated with your company you will be alerted.
Therefore, if an unhappy customer moans about you on their social media account rather than coming to you directly, customer services can swiftly look to resolve the complaint early and rectify the matter – thus protecting your creditability and saving your reputation.
Customer sales services
One of the key benefits of using social media to manage customer care services is that it allows you to interact with customers in real-time. From a sales point of view, this can be the difference between securing a sale or losing a customer to your competitors.
This type of technology is already being used on-site. You have probably noticed the rise in virtual assistants when you visit a website which allows companies to interact in real-time with visitors.
Social media networks can be used in a similar way. And according to this survey, 81% of consumers prefer to interact with an online assistant if it reduces waiting time to get the help they need.
How can social media networks improve customer service?
There is no one social approach that will suit every company. The way in which you utilise social platforms will depend on the size of your company, how well-known your brand is, how many followers you actually interact with and whether you can afford the manpower to have a dedicated customer service on social media.
Large companies with a high volume social interaction for example, will benefit from round-the-clock customer care services, especially global brands that are household names.
Small businesses on the other hand need to determine how they can make a customer service platform on social media networks raise their online profile and establish a reputation.
If you are using social networks to launch content marketing campaigns to drive traffic and improve conversion, you can easily implement an aftercare service and make the first approach to customers to get them talking about your product.
It should be noted that you do not need to respond to every thread which you are mentioned, particularly if you are fielding a high volume of customer care responses. However, a quick thank you to praise only takes a moment and does you no harm.
Social media gives you the power of instant connection and visibility, both of which work in your favour for improving conversions and your online creditability. It does not matter what size your business is, if you can make social media work for you, get to work on social media.