Today’s customers expect excellent social media customer service from leading brands. Learn how to win buyers’ hearts on their favorite platforms.
What is social media customer service?
Social media customer service is offering support through social channels, like Facebook and Twitter. It lets businesses meet customers where they are and quickly answer questions.
Over 60% of customers think solving an issue fast is the most important part of good support. That alone makes social media customer service invaluable because it’s another channel for near-instant chat.
Social media sites have evolved to be more than marketing and advertising platforms. Today, they’re also valid and important channels for consumers to get customer service, especially with the rise of a conversational business. Offering omnichannel support via social media can be a challenge for B2B and B2C companies, both large and small.
Manage your customer support volume Track and manage your customer support volume Some companies will see a lot of “noise” on social media platforms, like mentions that don’t require a response. The challenge is to sift through the clutter to prioritize comments that do need action. Other companies will find that most of the comments are direct requests for customer service. Smaller companies may struggle with the manpower to keep up with customer requests.
Large companies with high levels of engagement may find it hard to connect with every contact. Either way, customer service expectations are rising every year, and your company needs to evolve to meet them.