Customer service on social media should be a key part of your customer loyalty. Not sure yet? Here are some numbers to ponder:
- 83% of Twitter users and 71% of Facebook users expect a response from a company within the same day of posting the query
- 70% of customers say good customer service makes them loyal to a brand (50% say price)
- 71% of those who receive positive social care are likely to recommend that brand to others
- Only 19% of those who don’t get any response from a company are likely to recommend that brand
- 37% of online adults are using online chat for customer service, doubling from a 2009
Your customer service and social media teams should be equipped to handle enquiries and create engagement the same way (or better!) than your call center, email etc response teams. In fact it’s time for those teams to be integrated for great and consistent service. Here are some common features of good tools that will help you do that
- Case handling per post / channel / contact
- Service level monitoring
- Live chat integration
- CRM system integration to track loyalty
- Knowledge base for common questions
- Public FAQ generation for self service
Starting to think about what platform you should use?
Download our report >> Social Service Platforms Comparison
Articles //
Forrester Report’s Online Customer Service Strategy
Zendesk’s Loyalty Rewards
Mashable’s Why Social Media Makes Customer Service Better
Baseline’s Social Media Users Have High Expectations
