Why does social media customer service matter

Are you looking for a way to take your customer service to the next level? Look no further than social media! Gone are the days of hiding behind a phone or email to resolve customer service issues. In 2023, everything is out in the open on social media for the world to see.

Poor service can no longer be swept under the rug, and it's on full display, potentially making or breaking a company's reputation. But along with the risks come the opportunity. With the right approach, you can turn customer service woes into wins and showcase your commitment to providing top-notch service.

Social media customer service as a direct line to the brand?

Social media is often the go-to for customers seeking support, and it is a good practice to take those queries seriously, as the stakes are high. According to McKinsey, customers are willing to spend up to 40% more with responsive companies on social media. And with over 50% of businesses falling short on response times, there's a huge opportunity for you to stand out from the crowd. Take advantage of this untapped potential to win over your competitors!?

But how do you create a successful social media customer service strategy? It sounds cliche, but customers expect nothing more complicated than quick and efficient support through their preferred social media channels. They want to feel seen and treated like human beings, not just another number. Easy peasy, right? Well, the deeper you go, the more complex it gets, but fear not – we got you covered. Let’s start with the basics.?

Excellent service via social media – what is it, really?

Do you still think your business is too small, too old-fashioned, or too niche to invest in social media customer service, and you prefer to communicate with your clients via telephone or email? Or maybe you are a social media manager facing followers refusing to see your business profile simply as a source of inspirational quotes of the day?

Let's be real, if we have to name the channel of communication with the customer that has been developing most strongly in recent years, and it is definitely social media. Simply put: your customers probably will not care if you want to use your Facebook or Instagram profiles as an advertisement tool or a billboard to post nice pictures with a caption only. They will reach out to you via social media for help with a problem or question. It's good news for your business if you acknowledge this fact and place customer service in social media as top-priority.?

Human touch and prompt replies on social media

Providing outstanding customer support on social media can be smooth sailing. But first, with Facebook or Instagram being the go-to for many people when they need a quick answer, you must be there to meet their expectations. Most of us have experienced the frustration of being ignored or getting a generic response that doesn't solve the issue. It's a mistake you can not afford anymore.?

Surveys show that even 80-90% of people now expect a response from companies within 24 hours on social media, some folks even within the very first hour. Moreover, customers also want a personalized and human touch in their interactions. It makes the social media specialists the front-line representatives of the brands, the experts who need to ensure every interaction leaves a positive impact.?

Stay consistent and friendly on your social media

Social media is not a one-size-fits-all solution but a diverse range of platforms that attract different demographics with unique expectations. While Twitter, Google, and Facebook are household names, other platforms like TikTok and LinkedIn may hold more relevance depending on your target audience. It's crucial to understand the patterns and behaviors of your customers on each platform to tailor your approach and content to their specific needs.

However, negative comments and reviews can arise with social media's open forums. These can be daunting, but they can also be an opportunity to showcase your brand's personality and commitment to customer service. Responding to comments and reviews, whether they are positive or mean, can enhance your online reputation and build customer loyalty.?

Want the proof? A few years ago, 45% of social media users would view a brand more positively if it responded to negative comments. Still, in 2023, there are papers on the subject ready to be examined, showing that the value of adequately handling negative feedback can not be overrated.?

The most successful strategies blend personalized and helpful responses in public with careful handling of complex issues in private. To effectively manage spam or sensitive comments, NapoleonCat's Auto-moderation is a powerful tool that can help you easily navigate the social landscape.

Meeting your customer’s needs proactively on social media

Today, customer service on social media is an absolute must if you want to keep your customers happy and satisfied. It is becoming obvious for many – savvy businesses now use social channels proactively, reaching out to customers to resolve issues before they even become complaints. It can make a world of difference in terms of customer loyalty and satisfaction.

Some companies even set up dedicated accounts just for customer service, allowing them to separate those queries from other social engagements easily. But with the right tool, like NapoleonCat's Social Inbox, you don't need to worry about that. With all your customer service queries funneling into one place, your team can respond quickly and efficiently, making your customers feel cared for and appreciated. It is a surefire way to improve your response times, making your customers feel like you truly value their business.?

Make customer service on social media smooth sailing

Do you need more convincing that ignoring the need for a social media customer service strategy is a lost cause? Don't worry if you need help with how to begin this journey, don't worry. Let NapoleonCat be your guiding light!

This all-in-one social media management platform is the ultimate tool to simplify your life. With features like Social Inbox, Auto-moderation, Reporting, Analytics, and Publishing, you'll have everything you need at your fingertips.

But don't just take our word for it – give NapoleonCat a spin with a free 2-week trial. No credit card is required, and no strings attached!

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