What is Social Customer Service and Why is it Important?
Social media, for most companies, is no longer just a platform for branding, marketing, and sales. It has evolved into a space for customer service, too — giving birth to the concept of “social customer service.” Social media platforms are now a crucial way for businesses to communicate with customers and clients quickly and efficiently. But what exactly is social customer service?
Defining Social Customer Service
Social customer service is a form of customer service delivered via social media channels. It is a way for businesses to interact with their customers on social platforms like Facebook, Twitter, LinkedIn, or Instagram. It is aimed at providing a responsive and helpful customer service that meets customer needs in a personalized manner. By responding to customers’ inquiries, complaints, and queries on social media, businesses can enhance their reputation, boost their online presence, and increase their sales.
Why is social customer service important?
1. Meeting Customers Where They Are
Social media is where a lot of people go to buy things, and also to talk about the products they have bought. Research shows that approximately two-thirds of consumers aged 18-34 are more likely to try a product or service recommended on social media. Customers turn to social media to air their grievances or seek help for any issues they face with a particular product or service. By having an active presence on social media, businesses can improve customer satisfaction and build long-lasting relationships with their customers — and potentially gain new ones.
2. Building Customer Trust
Social media opens up endless possibilities for businesses to engage with their customers on a more personal and natural level. Potential customers are more likely to make a purchase when they believe that the business cares about their needs and is responsive to their inquiries. Responding quickly to comments on social media can help businesses build trust and connection with customers. This makes potential customers more likely to choose a particular brand over its competitors.
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3. Gaining Valuable Insights
Social customer service helps businesses gather valuable information and insights about their customers. Tracking customers’ behaviors, interests, and preferences on social media platforms provides businesses with valuable data that can be used to tailor their customer service to their customers’ needs. This data can be applied to future sales or services, thus increasing the chances of lead generation.
4. Enhancing Brand Image
How a company handles customer queries and complaints on social media can directly impact its brand image. Addressing customer complaints in a public forum sends the message that the business cares about its customers and is committed to resolving any issues they face. It also shows that the business is open to feedback and suggestions, which can help them improve their overall customer service.
Conclusion
Social customer service is now a crucial part of any business’s marketing and lead generation strategy. The benefits of social customer service include increased customer trust, improved customer satisfaction, and the potential for new leads and sales. With rapid response times and personalized communication, businesses can engage with their customers on social media, build lasting relationships, and turn them into loyal customers. Investing in social customer service can have a real impact on your company’s bottom line — so make sure you don’t miss out on this essential opportunity!
At Online Moderation, we are here to help you grow your business. Our team of social customer service professionals will build trust with your customers and potential clients, engage customers and provide real time support so you can focus on other tasks. Feel free to reach out, we would love to hear from you!
