Exceptional customer service delivered via social media builds satisfaction and profits. When executed properly, customers spend more and companies experience the improved operations that result from collecting and analyzing the wealth of data that can be used to improve services and gain a competitive edge.
It’s important to use social media effectively, as poor customer service, even on this high-tech medium, can do more harm than good.
Social media customer service is a powerful resource for building brand loyalty. Additionally, consumers who experience positive social media engagements with brands are more likely to refer good or services to friends and family members. Research shows that nearly 50-percent of consumers make a purchase after a positive social media customer service experience.
Delivering exceptional customer service via social media, however, requires quick responses, effective leveraging of available technology and the capability to evaluate the data generated by online interactions.
Facebook messenger is a primary resource used by enterprises to deliver customer service. The social media giant awards fast responder status to enterprises that answer 90-percent of their customer inquiries within 15 minutes. Enterprises that do not meet this standard miss out on potential business and new opportunities. This coveted designation helps brands to build customer loyalty and close sales.
Enterprises are increasingly utilizing social media customer service to improve their operations. However, most organizations are still learning how to make the most of this empowering resource. This leaves the playing field wide open for enterprise leaders who are savvy enough to be among the first innovators who implement social media customer service.
Learn more about the power of social media customer service by checking out this Infographic created by our friends at the USC School of Psychology.