Supporting customers is an ever-evolving process which includes an activity in social media resources.
There is no doubt, that social media oriented customer service will help you to grow your business. Your customer is the modern one and by delivering great support on the social platforms you can build strong relationships.
It is no longer a question that social media content became important for every your customer.
JD Power research shows that 67% of 23k online consumers prefer to contact the company via social media for support. And many of them are interested in the informational activity of this company on social networking sites.
Gartner study shows that companies who ignore support in social media are 15% less liked by consumers than companies who do not.
This article will help you to pick up best practices for your social media strategy and to improve your social support strategy.
So, how to win your customer satisfaction in social media?
Nowadays World Wide Web provides every user with lots of social media resources, so you are the one who makes the decision. If we are talking about customer support, it is vital to be available on the biggest platforms. But exists another one problem: sometimes it is not easy to handle your business in all resources, and you need to choose one or two of them. The best social media customer service tool for one business could be completely useless for yours. The question of great importance is where your customer is.
By using platforms which are mostly preferred by your customer, you will deliver a support experience that is native to them.
According to Global social media research by Smart Insights Facebook remains the most popular social media resource. By the way, you can analyse your target audience by different factors: sex, demographics, country, engagement etc.
Do your best in choosing the best platform for your customer support in social media.
“Visual content, more creative storytelling, and interactive content contribute to experiences that inform and create an emotional connection with buyers. Brands are still creating more content, but it’s held to a higher standard by customers” – Lee Odden, CEO, TopRank Marketing.
Your social media is useless if it does not have useful content. Make a research, read all requests of your customers and make a list of the most popular questions. Write articles which will give new and interesting information. Try to captivate your client.
Use infographics because it is the most socially shared form of content. Since humans process visual information faster than words, it only makes sense.
“Content marketing is becoming less about the words you put on a page, and more about the experiences you create for the consumer” – William Comcowich, CEO, Cyber Alert.
Speed trumps all in your social media support strategy. Survey by The Social Habit showed that 33% of social media users expect a response from the company within 30 minutes and 43% – within 1 hour. Make an effort to respond as quickly as you can because of the fast-paced nature of social media – built around live feeds – creates expectations that are different from e-mail platforms where response time is a bit more acceptable.
The impact of social media on your customer service is enormous, it can be as positive as negative.
“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends” – Jeff Bezos.
Try to do your best in your social media customer support strategy and your business will yield only positive results. Companies using social media for their customer support now are the leading in the big World of Market and Technology.