With all the noise and saturation of businesses and brands online vying for more clients and customers, there is one guaranteed thing that any smart digital marketer can do to stand above the noise to build and keep their network of buyers: social media customer support,
Social media customer support is the service of responding to the unique demands, queries, and problems of your customers via social media, instead of using traditional call centers and emails.
And social media has emerged as a hugely flexible medium. If we take Facebook as an example, businesses of all sizes are using it to announce new products, launch promotional competitions and gather feedback from consumers. Equally important, we’re increasingly seeing companies use Facebook as a customer service channel through which to answer queries, offer product advice and deal with complaints.
However, from a corporate perspective, social media has its limitations and its hazards.
Think of it this way. Facebook is a great medium for providing advice on relatively non-contentious subjects. That advice can be provided not only by the company itself but by the community of peers that use the page. So not only does the page provide a great service, the consumer also becomes part of an active community.
There are times when a private conversation would be more appropriate. There are lots of reasons why this might be the case. If it’s a serious issue concerning a product – or if the consumer has been using social media to complain very publicly – you would probably prefer to deal with the matter discreetly.
Equally, if solving a problem involves delving into personal account details, consumer and company would probably consider it more appropriate to move away from a public forum.
Why Social Media Support Cannot be Ignored?
Traditionally, the engagement would then move from social media to e-mail or a hotline, but there is a more immediate way of doing it. HelpDesk247 live chat and ticketing platform integrates with social media platforms such as Facebook and Twitter allowing companies to communicate with customers via private chat. So if a conversation should move into a private forum, an agent can initiate a chat invitation. Equally agents can respond to public conversations and serve chat invites when certain topics are raised.
In the US, Citibank has been doing this very successfully as part of its strategy of using Twitter as a customer service tool. When the name Citi or Citibank comes up in the context of a question or concern during Twitter conversations, agents can send out personal invitations to talk to the customer. The result has been a rise in quick resolutions to problems.
Therefore, every online business needs a social media strategy and the various channels have become more important for customer service,
Our specialists handle your social media activity, from responding to customer comments to developing strategy on how to achieve long term marketing goals by publishing original content. We help to boost your brand reputation.
