To drive repeated business and build customer loyalty, one of the key areas you need to look into is your Social Customer Service. Today, there are 1.2 billion people worldwide getting broadband internet access on their phones for different reasons, some of them buy product from Internet, some may book the hotels and air tickets online, some may just search for the information, or some others may share their experiences with their friends.
As you see, friends matter, no matter it is online or offline, friends influence opinions, they influence each other’s behavior, and they also shape reputations for businesses. With the amount of people access Internet on their phone, That means there are a lot of “friends” online who can quickly impact a brand’s perception. This is one of the reasons why businesses need to weave “social service or social care” into their daily operation.
If you go to any social media platform, whether it is on Facebook Twitter or GooglePlus, you will see the number of brands and consumers engaging in social customer service continues to rise year on year. Many businesses are taking their customer service departments to the next level – lowering costs, reducing response time and solving issues publicly.
According to SentimentMetrics, almost 50% of all social media users have used social customer service and 30% of top brands now have dedicated customer service Twitter accounts. Unfortunately, the results still leave a lot to be desired, with only 36% of consumers having their issues solved quickly and effectively on social media.
To help you roll out and achieve your social customer service successfully, here are the 10 simple steps to follow.