Providing great social media customer service customer service
Social Media Customer service is defined as the assistance and advice provided by a company to those people who buy or use its products or services.Traditional media used for customer service include phones, emails, and customer service centers among others. However, with the introduction and increasing popularity of sites like Facebook, Twitter, and Instagram, social media has become a new channel where customers can approach companies to let them know about any complaints or remarks they might have regarding the company’s products or services.The need for social media customer service About 42% of the entire world’s population is using social media and this percentage is only growing. Hence, being active on this platform is no longer an option for companies around the world, it is a necessity!If your company is offering products and services of any kind, people on social media will talk about them whether your company has a presence on those sites or not. And if your company is unable to respond to these comments, then it will lead to a poor customer service experience. According to Oracle, 89% of consumers began doing business with a competitor following a poor customer experience.On the other hand, providing a good social media customer service experience can help the company grow its consumer base and better its image in the public eye. 71% of consumers who have had a positive experience with a brand on social media are likely to recommend the brand to their friends and family.Lisa Masiello, the Owner and Chief Marketing Officer of TECHmarc Labs, is famously quoted as saying “Happy customers are your biggest advocates and can become your most successful sales team”.