06:16
Social media.
What comes to the mind?
Probably marketing. And that is correct too but that is not all. The use of the social media is increasing and with the increasing use, it has spread its octopus arms in every aspect of a business. It is used at the top of the funnel for getting the leads, it is used in the middle of the funnel as a social proof and at the end of the funnel, it is used as a platform for customer care.
Talking about the social customer care, 1 out of 3 social media users say that they prefer reaching out to a brand on social media rather than over the phone or by email. 36% of these people reported that they got a quick and effective assistant on the social media.
Do you understand?
33% people are reaching you while you are able to assist only 36% of them. You are losing out on the 64% people who bought from you but are stuck at a point. Let us see some more numbers. 14% people say that they got an immediate response from the brand but the query was not solved. The SEO Companies canada reports that there are 10% people who stated that they never got a response from the brand.
As the social media is convenient, more and more people are reaching out but due to the heavy traffic, brands are unable to serve them on time. Even some people never hear from the brand again. It is the time when you have to invest more resources to the social customer care. Your audience is here. So should be you.
Let us see the arguments in the favor of the use of social media as a customer care service.
#1. People are reaching here
Your customers spend a lot of time on social media and if you are there, the chances are good that they will reach out. Many times we do not try to solve a problem or appreciate help because it is too much work. If you are present where the audience is spending the ‘casual time’, you can actually get the best responses. The social media time accounts for the 30% internet activities of the people today.
#2. People expect a fast response
People use social media because it is faster than the emails. After the chat boxes, social media is the best platform to talk one-to-one with the brand representative. The patience of the audience is at the lowest and you cannot become their favorite if you are not responding within an hour. Going social for the customer care is good but if you are not fast, the plan may backfire on you badly. 60% are ready to take an action if their problems are not addressed properly. They like to disgrace the brand publicly. One the other hand, if the services are good, 43% would encourage friends to buy from the brand, 34% would buy themselves too.
#3. The problem solved is appreciated on a larger platform
You write a question, they answer back immediately. How does it sound? Great, right? When the customer care is solid and it nurtures the needs of the customers, the customers will appreciate it. If they write good about your brand, the message is sent to all of their friends. You can reach to the audience which does not follow you on social media. Thus, making a positive impression has become more important than ever. Consider it a marketing strategy where you invest more to get more. It is an opportunity where the audience are reaching out to you and you can make a positive impression. Commit to solving the queries ASAP.
#4. You can make the brand advocates
Happy customers return back and we know the importance of retaining customers as compared to the new acquisition. A small thank you on social media makes a big difference for your brand. Likewise, a bad review can echo for years to come. When you use the best practices for the social media, 40% customers would trust you to purchase again. In fact, 85% social customers said that they are willing to pay 25% more amount if the brand is providing a great after-sales service. 82% people never go back to a brand with bad customer service and 95% of them take an action after being treated badly. The action being writing bad about the brand on the social media. 66% buyers would also discourage other buyers to buy from the brand with bad customer service.
#5. Customer care can cross-sell too
I do not know why the idea of using the customer care for cross-selling and upselling has never been harnessed. The people reaching out to the customer care are more ears than the buyers. They are more acceptable to the suggestions. If after solving the customer issues, the customer care executive asks the buyer to buy a product complimentary to their purchase, they will consider the suggestion seriously.
When the customers are happy to get the solutions, you can recommend them the products that they browsed but didn’t purchase because they were out of stock or they had high prices. You can never imagine the power of the customer care when it combines with the social outreach.
SEO Victoria BC says that it is the best time you should have a dedicated social customer care team. You can beat your competitors by just being better at the services your audience expect from you.
Please comment below to talk to us.
What comes to the mind?
Probably marketing. And that is correct too but that is not all. The use of the social media is increasing and with the increasing use, it has spread its octopus arms in every aspect of a business. It is used at the top of the funnel for getting the leads, it is used in the middle of the funnel as a social proof and at the end of the funnel, it is used as a platform for customer care.
Talking about the social customer care, 1 out of 3 social media users say that they prefer reaching out to a brand on social media rather than over the phone or by email. 36% of these people reported that they got a quick and effective assistant on the social media.
Do you understand?
33% people are reaching you while you are able to assist only 36% of them. You are losing out on the 64% people who bought from you but are stuck at a point. Let us see some more numbers. 14% people say that they got an immediate response from the brand but the query was not solved. The SEO Companies canada reports that there are 10% people who stated that they never got a response from the brand.
As the social media is convenient, more and more people are reaching out but due to the heavy traffic, brands are unable to serve them on time. Even some people never hear from the brand again. It is the time when you have to invest more resources to the social customer care. Your audience is here. So should be you.
Let us see the arguments in the favor of the use of social media as a customer care service.
#1. People are reaching here
Your customers spend a lot of time on social media and if you are there, the chances are good that they will reach out. Many times we do not try to solve a problem or appreciate help because it is too much work. If you are present where the audience is spending the ‘casual time’, you can actually get the best responses. The social media time accounts for the 30% internet activities of the people today.
#2. People expect a fast response
People use social media because it is faster than the emails. After the chat boxes, social media is the best platform to talk one-to-one with the brand representative. The patience of the audience is at the lowest and you cannot become their favorite if you are not responding within an hour. Going social for the customer care is good but if you are not fast, the plan may backfire on you badly. 60% are ready to take an action if their problems are not addressed properly. They like to disgrace the brand publicly. One the other hand, if the services are good, 43% would encourage friends to buy from the brand, 34% would buy themselves too.
#3. The problem solved is appreciated on a larger platform
You write a question, they answer back immediately. How does it sound? Great, right? When the customer care is solid and it nurtures the needs of the customers, the customers will appreciate it. If they write good about your brand, the message is sent to all of their friends. You can reach to the audience which does not follow you on social media. Thus, making a positive impression has become more important than ever. Consider it a marketing strategy where you invest more to get more. It is an opportunity where the audience are reaching out to you and you can make a positive impression. Commit to solving the queries ASAP.
#4. You can make the brand advocates
Happy customers return back and we know the importance of retaining customers as compared to the new acquisition. A small thank you on social media makes a big difference for your brand. Likewise, a bad review can echo for years to come. When you use the best practices for the social media, 40% customers would trust you to purchase again. In fact, 85% social customers said that they are willing to pay 25% more amount if the brand is providing a great after-sales service. 82% people never go back to a brand with bad customer service and 95% of them take an action after being treated badly. The action being writing bad about the brand on the social media. 66% buyers would also discourage other buyers to buy from the brand with bad customer service.
#5. Customer care can cross-sell too
I do not know why the idea of using the customer care for cross-selling and upselling has never been harnessed. The people reaching out to the customer care are more ears than the buyers. They are more acceptable to the suggestions. If after solving the customer issues, the customer care executive asks the buyer to buy a product complimentary to their purchase, they will consider the suggestion seriously.
When the customers are happy to get the solutions, you can recommend them the products that they browsed but didn’t purchase because they were out of stock or they had high prices. You can never imagine the power of the customer care when it combines with the social outreach.
SEO Victoria BC says that it is the best time you should have a dedicated social customer care team. You can beat your competitors by just being better at the services your audience expect from you.
Please comment below to talk to us.
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