If you are looking to do something extraordinary and ground-breaking when it comes to offering exceptional customer care services, then you have landed on the right post. Every smart business owner knows the role of effective customer support in the popularity of a brand. Pick any big company and you will see that they are always treating their customers in the best possible ways. They value their customers and offer an effective customer care service and incorporate online platforms to offer real-time assistance. Just like we see in the case of Spectrum, be it connectivity issues or charter bill pay, you can always reach out to the customer service representatives instantly via an official site or multiple social media platforms. So when it comes to customer support services, social media seems to play a pivotal role since every person uses Facebook, Twitter, Instagram, etc. these days which makes it a very promising tool for providing top-notch customer support services. So if you are offering exceptional social media services and making use of the right tools for gathering information and analysing the results.
Your customers are your biggest asset and social media offers a great opportunity to ensure real-time assistance and support. When your customers know that your service is available round the clock and help will always be on the way in case of any inconvenience or service disruption, it strengthens their trust in your brand. It has been seen that the customers who experience a quick and positive social media response by a company end up spending much more on that brand. As much as 80% to 90% of social media customers love to get a follow-up regarding a complaint resulting in a higher confidence level on that company or brand.
Owing to the great significance of social media customer service, here is what your customers expect and what you can do to make the most out of it:
What your customers want is a fast response. Therefore, as long as you are responding fast over your social media platforms, you will continue winning the hearts of your customer base. Most of your consumers want you to recommend an effective solution for a query or problem within half an hour.
As much as 70% of your customers base their buying experience on how they are treated by the customer support representative. Things as simple as I apologize, I am sorry to hear that, we will make sure it is fixed, etc. pleases the caller and even if they are in the middle of a query or a problem, they will not lose their trust and confidence in your brand as long as they receive real-time assistance.
Keen Monitoring of your Brand
You should be well aware of whatever is going on your social media pages regarding the content. It is important to assure that the information and content provided online to the customers serves the purpose to facilitate and add to their convenience. Be sure to monitor the online presence of your brand so you utilize the social media tools to their best potential.
Focus on Customer Happiness
Effective customer support is all about ensuring customer happiness. You need to get an idea of how your customers are feeling. You can get a good insight into this by collecting the social media mentions per reporting period. Later you can analyse them as positive and negative.
While interacting with the customers on social media, know when to step in and when to pause and listen. As much as it is important to respond, it is equally important to listen to the caller. Your customer support representatives must be empathetic and listen to understand so they can respond more adequately.
If the customers keep asking the same question, it is a big clue that you need to look in more deeply and fix what is not working. You can also make use of social media platforms to share informative content and make your consumers aware of the latest offers or discounts. Utilizing your social media presence to make consumers learn more about your products and services will automatically increase your customer bank and increase sales. You can also inform your consumers about any service issues to reduce any inconveniences.
The Bottom Line
Most companies look at social media as an opportunity to boost their marketing medium and meet the demands and expectations of the customers. Using social media as an effective customer support channel helps boost sales and result in better growth of a business.