The world’s leading brands are more of social media savants today. In fact, every business or brand that cares about its customers is there where it’s customers are present- social media! Social customer support is no longer a trend now, it’s larger than reality!
Businesses around the globe turn towards social media following the belief that they can survive only if they are customer-centric! Social media is a place where a majority of the population is and where the brands can make the most out of their marketing efforts. Here are the top benefits a social customer support provides to the businesses leveraging its power:
Social customer support provides one-to-many customer support:
Customer support channels such as email, SMS or phone calls are efficient enough to look after the customers’ needs but there’s a problem.
Well, the problem is that these are more of a private kind of customer services. What happens between the support agents and the customers, stays between two people. On the other hand, a social customer support is public in nature of social media. It provides a transparency to the customers.
In other words, whatever interaction takes place on social media can clearly be seen by the brand followers. The information reaches out to a wider audience. This cuts down on repeat queries, makes the brand credible and also helps gain positive WOM in the most favorable cases.
Helps provide the actual “instant” support:
Social customer support enables the businesses to be quick enough in resolving the customer queries. So, there are no wait times or hold tunes that may piss your customers off!
Brands can actually surprise their customers by responding almost instantly to their questions, comments, and concerns. Also, since everything is happening publicly, it helps reflect a brand’s commitment towards handling customer service issues quickly.
Social media listening opens up a number of opportunities:
Social media listening refers to the process of monitoring a brand’s mentions on the social platforms. It further includes handling the positive and negative reviews that the customers share on the social platforms.
Apart from showing your gratitude for the positive reviews and clearing out the queries in case of the negative ones, you can also keep abreast with your competitors’ strategies. In fact, you can learn about all the hidden problems or opportunities, create a partnership and benefit your brand like never before.
Social customer support provides numerous opportunities for becoming a favorite amongst your target audience and customers. Why not start leveraging it asap?