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The Importance of Social Media Customer Service

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The Importance of Social Media Customer Service

In today’s digital age, social media has become a crucial part of every business’s marketing and communication strategy.

With the majority of consumers using social media platforms to engage with brands, it is imperative that businesses provide effective customer service on social media.  Social media customer service not only helps businesses to engage with their customers in real-time but also allows them to build trust, improve brand reputation, and increase customer loyalty.

If you still consider having social media customer service as an additional liability and have no idea about its importance – then you are at the right place. In this article, you’ll get to know about the benefits of social customer service just for your socials that will not only contribute to your brand’s reputation but will also boost its lead generation efforts. So, keep scrolling!

Benefits Of Social Media Customer Service

1. Address Customer Queries Faster

With traditional customer service methods like phone or email, addressing customer queries takes at least 24 hours to 48 hours during working days. But, on social media, you can resolve your customer’s issues comparatively faster – within just a couple of minutes.

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By using social media to handle customer inquiries, businesses can provide a quicker turnaround time for responses, ensuring that customers receive the support they need in a timely manner.

Social media provides a platform for businesses to engage with customers in real time. Through live chat and direct messaging, businesses can provide personalized and interactive support to their customers that can help to resolve issues quickly and efficiently.

Imagine, if it had been an email – how much time it would have taken to resolve the issue considering the continuous to and fro processes for each and every response. Besides, it’s quite unlikely for your customers to be active on their emails 24×7.

2. Increase Brand Awareness By Reaching More Customers Across The Globe

Brand awareness isn’t a one-time strategy for your brand – it’s an ongoing process, and providing customer service on social media gives you an edge to boost your branding strategy.

When you address your customer’s queries faster on a public forum like social media, you gain more eyeballs from your potential leads. When they see your response to customer requests, they will understand that you take your customers’ complaints seriously. Such an approach demonstrates your commitment to customer satisfaction, which can help to increase brand awareness.

3. Get Your Leads Organically Through Positive Word Of Mouth

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Social media provides a platform for businesses to engage with potential leads and nurture relationships actively. By responding to comments and messages in a timely and helpful manner, businesses can show potential customers that they are attentive and committed to providing excellent service. This can help build trust and establish a positive brand reputation, ultimately leading to increased conversions and sales.

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4. Give A Boost To Customer Loyalty By Increasing The Rate Of Customer Retention

Social media customer service can give a boost to customer loyalty and retention in two major ways:

By providing timely and effective support on social media, you can address any issues or concerns that your customers may have and resolve them quickly. This can lead to increased customer satisfaction and a greater likelihood of customers returning to do business with your brand in the future.

Social customer service provides an opportunity to gather feedback and insights from customers using social media analytics tools. These customer insights can be helpful in improving your products and services and tailoring them to meet your customer needs better. By taking into account customer feedback, you can show that you are committed to improving the customer experience, which can lead to increased customer loyalty and retention.

5. Encourage Social Selling By Addressing Customer Objections Instantly

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Social media offers a real-time platform for businesses to engage with customers, respond to their questions and concerns, and address any objections they may have to a product or service.

When you offer helpful and on-time responses to your customers, it shows how much you, as a brand, care about your customers’ problems. Such an impression encourages brand loyalty among customers and instills a credible brand image that helps increase sales.

Moreover, by addressing objections instantly, you can overcome any reservations that potential customers may have about a product or service. This will generate positive word of mouth because your customers will surely go ahead and share their positive experiences with your brand in their network, which will ultimately boost your social selling scopes.

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6. Handle Your Brand’s Crisis Situations Better By Addressing Issues Promptly On Socials

Be it a bad customer experience or a false rumor on social media – such crises are quite major for online brands these days and end up impacting the brand’s image. However, in such a crisis, your brand can use social media to address customer concerns and update your followers promptly. This can help prevent the spread of misinformation, mitigate reputational damage, and maintain customer trust and support during crises.

By addressing your customers’ negative and positive concerns on social media, your brand can remain transparent and show that you’re taking serious steps to resolve the issue. This can help to alleviate customer problems and prevent the situation from escalating.

7. Enjoy Scopes Of Better Social Listening For Your Brand

By monitoring social channels and listening to what your customers say on social media, you can quickly identify customer issues, track sentiment around your brand, and gather valuable feedback on your products and services.

This information can be used to improve your customer experience and make data-driven decisions that drive business growth. With social listening, you can also stay ahead of potential crises, address negative feedback promptly, and maintain a positive brand image on social media.

There are also ample tools like Hootsuite, which can help you perform better social listening without spending hours on social media channels searching for your brand mentions or analyzing your customer conversations. However, if the price is a major concern for you, there are many Hootuiste alternatives that help you enjoy the same features without making a dent in your pocket.

Conclusion

Social media platforms are undoubtedly the best place to advertise a business and with the increasing reliance of consumers on these channels to communicate with brands, businesses cannot afford to ignore the importance of providing effective customer service on social media. By embracing social media as a critical customer support channel, businesses can gain a competitive edge, boost customer satisfaction, and drive growth and revenue in the long run.

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Are you leveraging the power of social media to provide exceptional customer support and drive business growth?

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MARKETING

Trends in Content Localization – Moz

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Trends in Content Localization - Moz

Multinational fast food chains are one of the best-known examples of recognizing that product menus may sometimes have to change significantly to serve distinct audiences. The above video is just a short run-through of the same business selling smokehouse burgers, kofta, paneer, and rice bowls in an effort to appeal to people in a variety of places. I can’t personally judge the validity of these representations, but what I can see is that, in such cases, you don’t merely localize your content but the products on which your content is founded.

Sometimes, even the branding of businesses is different around the world; what we call Burger King in America is Hungry Jack’s in Australia, Lays potato chips here are Sabritas in Mexico, and DiGiorno frozen pizza is familiar in the US, but Canada knows it as Delissio.

Tales of product tailoring failures often become famous, likely because some of them may seem humorous from a distance, but cultural sensitivity should always be taken seriously. If a brand you are marketing is on its way to becoming a large global seller, the best insurance against reputation damage and revenue loss as a result of cultural insensitivity is to employ regional and cultural experts whose first-hand and lived experiences can steward the organization in acting with awareness and respect.

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How AI Is Redefining Startup GTM Strategy

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How AI Is Redefining Startup GTM Strategy

AI and startups? It just makes sense.

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MARKETING

More promotions and more layoffs

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More promotions and more layoffs

For martech professionals salaries are good and promotions are coming faster, unfortunately, layoffs are coming faster, too. That’s according to the just-released 2024 Martech Salary and Career Survey. Another very unfortunate finding: The median salary of women below the C-suite level is 35% less than what men earn.

The last year saw many different economic trends, some at odds with each other. Although unemployment remained very low overall and the economy grew, some businesses — especially those in technology and media — cut both jobs and spending. Reasons cited for the cuts include during the early years of the pandemic, higher interest rates and corporate greed.

Dig deeper: How to overcome marketing budget cuts and hiring freezes

Be that as it may, for the employed it remains a good time to be a martech professional. Salaries remain lucrative compared to many other professions, with an overall median salary of $128,643. 

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Here are the median salaries by role:

  • Senior management $199,653
  • Director $157,776
  • Manager $99,510
  • Staff $89,126

Senior managers make more than twice what staff make. Directors and up had a $163,395 median salary compared to manager/staff roles, where the median was $94,818.

One-third of those surveyed said they were promoted in the last 12 months, a finding that was nearly equal among director+ (32%) and managers and staff (30%). 

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Extend the time frame to two years, and nearly three-quarters of director+ respondents say they received a promotion, while the same can be said for two-thirds of manager and staff respondents.

Dig deeper: Skills-based hiring for modern marketing teams

Employee turnover 

In 2023, we asked survey respondents if they noticed an increase in employee churn and whether they would classify that churn as a “moderate” or “significant” increase. For 2024, given the attention on cost reductions and layoffs, we asked if the churn they witnessed was “voluntary” (e.g., people leaving for another role) or “involuntary” (e.g., a layoff or dismissal). More than half of the marketing technology professionals said churn increased in the last year. Nearly one-third classified most of the churn as “involuntary.”

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Men and Women

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This year, instead of using average salary figures, we used the median figures to lessen the impact of outliers in the salary data. As a result, the gap between salaries for men and women is even more glaring than it was previously.

In last year’s report, men earned an average of 24% more than women. This year the median salary of men is 35% more than the median salary of women. That is until you get to the upper echelons. Women at director and up earned 5% more than men.

Methodology

The 2024 MarTech Salary and Career Survey is a joint project of MarTech.org and chiefmartec.com. We surveyed 305 marketers between December 2023 and February 2024; 297 of those provided salary information. Nearly 63% (191) of respondents live in North America; 16% (50) live in Western Europe. The conclusions in this report are limited to responses from those individuals only. Other regions were excluded due to the limited number of respondents. 

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Download your copy of the 2024 MarTech Salary and Career Survey here. No registration is required.

Get MarTech! Daily. Free. In your inbox.

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