Social customer service is a new concept that has started to gain fame all over the world. Social media is the next step forward for brands. It has created newer methods by which customers and businesses can interact with one another.
Making a system transparent is one of the most difficult tasks faced by organizations. With the help of effective social media strategies these days, interacting with customers has become much easier. Getting their opinions and feedback, along with satisfying them, is the objective of all organizations.
Social media’s unchartered waters are outlining newer paradigms for service-oriented businesses. The ultimate potential of social customer service remains to be discovered. However, with effective social customer service, delighting customers to make them loyal has become an easier task.
Redefining the Interaction Scope
The advancement in digital technology has led businesses to opt for digital platforms to enhance the customer-brand experience. Customers, as well as businesses, have started to use different social platforms for interacting with one another. With the passage of time, customers have evolved. This evolution has created further opportunities for businesses.
Now, customers are more aware of the brands they use. They also have expectations from the level of services they receive. This awareness has led to the increased desire of customers to interact with different brands. This opportunity is the gateway to obtaining undiscovered customer insights. However, these insights can only be obtained by employing effective social customer service strategies.
For every company using social media platforms to interact with customers, it is important to be proactive and responsive. This means that anytime a customer interacts with the brand, representatives of the brand should respond immediately. This creates a relationship of trust between the customer and the brand, thereby, increasing the customer’s satisfaction level.
According to a Study Conducted by NM Incite
“71% of consumers who experience a quick and effective brand response on social media are likely to recommend that brand to others, compared to just 19% of customers who do not receive a response.”
Delivering an Unbelievable Experience
The true power of social customer service is unleashed, when the social media team is able to deliver effective results. Many people using social media sites of different brands use them for interaction. This means that companies should focus on delivering speedy results instead of using these interactions for marketing purposes. Every social media team must focus on the customer’s needs.
If a customer faces a problem, the social media team should offer solutions. Prompt responses will lead to creation of trust among the customers. This would help in creating a positive brand equity, thereby resulting in a positive social customer service experience.
The true potential that social customer service holds is yet to be determined. However, this emerging concept has gained immense popularity between both parties. It is important to give the customers positive and prompt responses in order to incite a satisfying experience.