Embracing Social Customer Service

Launching into the realm of social customer service may seem like a daunting prospect, however, failing to take the leap may actually lead to even more frightening consequences.

A shocking statistic from a recent consumer survey commissioned by Conversocial, revealed that: “If confronted with unanswered customer complaints on a company’s social media site, 88.3% of respondents said they’d be either somewhat less likely or far less likely to buy from that brand”.

That same study found that: “78% of respondents believe that social media platforms would either soon entirely replace other means of customer service altogether or become the dominant way for consumers to communicate with corporations”.

Still not convinced that you need to consider your social service offering? Bain & Company may persuade you. They discovered that companies, who engage with their customers through social media, score an average 33 points higher NPS score than those who don’t.

So, now is the time to act. Particularly as the social customer service revolution is more or less still in its infancy. Sooner rather than later, all customers, not just the early adopters and digitally savvy, will begin to reject the original customer service channels and, in turn, the volume of social customer service queries will grow exponentially.

Customers will expect to be able to communicate with brands, both big and small, through social mediums and so the assimilation of social customer service into your existing multichannel offering becomes paramount. Take control of your customers’ social experience to improve brand sentiment tenfold.

A word of warning: ensure that your social customer service adoption is paced. Do not just dive in at the deep end without considering the technology, process and resourcing implications.

If you don’t want to pay the price for poor social customer service, we can offer you expert guidance and training, so give us a call. 

 

Latest Posts

Spring is finally here, the season of renewal, lighter days, and fresh creative energy. TikTok comes alive with blossoming trends, dreamy sounds, and feel-good content that mirrors the mood outside. It’s the perfect moment for brands to shake off the winter blues and reconnect with audiences in a playful, human,…
Read More
As a graphic designer in social media, your job often feels like a race against the clock. You need eye-catching visuals, trending audio, slick motion graphics, and impactful sound effects, and you need them all for yesterday. But while speed is essential, cutting corners on copyright is never an option.
Read More
We’ve all been there. You’ve pulled a marketing campaign apart, wrangled the data, triple-checked your charts, and packaged it into a tidy little deck. You hit your KPIs. You even exceeded your objectives. But in the boardroom? Silence. A polite nod. Maybe a vague comment about the branding. Because data…
Read More