Why your brand needs social customer services
Social customer services are now fully established requirement for the customer support. Social service is more than just fixing a part, answering a question, sharing a new shortcut completing an upgrade. It’s about creating better customer experience. If you are not thinking about using social customer service, you probably should be. Social customer service is an entire dissimilar ball game with exclusive practices, plans and profits.
Social customer service is the intersection between customer service and social media. Social customer services can also be defined as Social media/Business meets Customer care, and has emerged as a result of organic online conversation taking place about business where the business did not have a communication of services strategy in place to manage in a positive way. Social customer service is very important for your brand in the passing era. It connects your customers with people, both inside and outside of your organization, and with the information they need to solve problems and make better decisions. Social customer service empowers your customers to crowd source support, share knowledge, discuss new ideas and connect with peers using today’s most popular social tools and social networks.
Why does social customer service matter to your business? Your customers expect it. Today, 70% of online consumers expect businesses to try harder to provide excellent customer service online. And, the bottom-line impact of using social media for customer service is more than just cost savings; it influences buying decisions. A recent survey of tech buyers uncovered that customers use online resources to find 70% of the information they need before ever engaging with a sales person.
Here are some Facts and Figures of Social customer services:
Increase More Customer Endorsement
Customer service is a key factor in building strong customer relations, which leads either the success or failure of a company. Social media is important because customers are more likely to share their experiences and recommend your brand to their friends and colleagues when you reach out to them. It has been tested that those customers who have a positive experience online are five times more likely to endorse that brand than those who don’t. Before customer engages with you, you must always be present and active to exceed their expectations and thoughts and create a positive and awesome impact to their experience. If you always be ready to welcome you customer like this then this will definitely increase customer’s endorsement.
Customer Service more efficient
Social customer service reduces the internal cost to serve the customer overall. Literally hundreds of articles, books, blogs and white papers, not to mention the thousands of opinions, perspectives, comments, and contributing seminars are generated every year in the subject. Happy, satisfied customers will return and share their thoughts with others, which will make the difference between whether you stay in business or not. In short, investing in social customer services just make good sense. To make your customer service efficient you have to keep these several points in your mind, Take to top-down approach, Educate everyone anywhere, Create customer-centric systems, Ask for feedback, Develop consistency in customer service, Recognize excellence every chance you get. According to a recent survey, the social customer agent can manage five to ten times more high-value interactions, as compared with a traditional, voice-based contact centre agent.
Put some Boost in Customer Value
Social customer service increase customer spending. It’s simple; patrons who are engaged with your business through social media networks are likely to spend 20-40% more than those who do not. Therefore, if you provide quality of connections and interactions can be highly and extremely competitive differentiator inside more patron leaving industries. In this paragraph, using social media for customer aids you to stand out a customer-centric company and is a great chance for you to set your contribution in the minds of customers.
Preventive protection of brand reputation
Being present at the initial warning symbols of an online crisis is the finest method to safeguard your brand in contradiction of a reputation collapse. Few researchers found that the biggest cause for social media crisis during the past era has been poor customer experiences. In this sense, social customer service is the only active, effective and engaging way to address dissatisfaction and adverse emotions nearby your brand.
Likely new business opportunities
Unlike traditional networks, social media lets agent to interact and involve with increasing number of users. This makes them to create a positive impact on new customers, not only by broadcasting things like modern offers but also providing advice for purchasing decisions. This lets them to make a optimistic influence on new customers. All of this can also be done while retaining deep individual relationship with existing customers.