Blog
< back to blog home

why it’s important to invest in social media customer service

The vast majority or customers wanting to communicate with a brand expect to be able to use social media, if the brand has a presence there.

However, according to data, when customers reach out to a brand via social media, only a dismal 36% receive an effective response or resolution and 10% never get any answer.

Whilst failing to provide an adequate response or engage with customers may come at a cost, customer care via social media needs professional attention: read these five tips –

Available and easy

An enquiry via social media may not always elicit a faster response, depending on the nature of the issue but it is hugely convenient. Added to this, it’s where many customers are probably already spending a lot of their time. It makes sense to communicate with them there.

Expectation

In today’s fast world of internet activity and communication, customers have less patience. If a company doesn’t respond to a message within an hour, customers begin to feel let down. If they have a complaint, they feel dissatisfaction towards the brand, naming and shaming on social media, or going elsewhere to shop. In other words, they want their voice heard.

Conversely, when customers receive a good response, they will go out of their way to recommend and publicly praise.

Impressions

Responding to a customer via social media where they are already engaging can raise awareness and reputation. It creates a positive impression to be open to public comment and with a strong commitment to a high standard of customer service; they also demonstrate being accountable for actions taken. It can also provide opportunity for humour which everyone loves.

Loyalty

Give a customer good service and data shows the impact on customer retention. The reputation of a brand can soar when customers feel they are being treated well. According to research, a staggering 85% are even prepared to pay up to 25% more, safe in the knowledge they will receive good customer care.

Yet, almost the same percentage will cease to buy from a brand if they experience less than adequate service. 95% will take action if they have had a bad experience, the vast majority of whom will tell others to avoid the company.

Marketing

Feedback from customers can provide a business with an excellent marketing tool. They can reduce waste and excess stock, and create better focus. When a customer service team genuinely go out of their way to help, recommending an alternative product or sending comments to the appropriate person, customers love it, feeling valued and wanting to return. All praise to Marks and Spencer who are one firm that have got this just right.

other articles that might interest you

Do you need to improve your website?

04/11/19
Web
topclick
View

Fake News – What is it? & How to avoid it (as best you can!)

10/10/19
Social Media
topclick
View

#TopclickTuesday – Our New Series!

10/07/19
Social Media
topclick
View

We’ve Moved Office!

10/07/19
The Topclick Team
topclick
View

GDPR Website Packages

23/04/18
Web
topclick
View

New website for StarPAD tablet launched

19/12/17
Web
topclick
View

topclick as finalists for The Drum Network’s Agency of Year award

29/11/17
Awards
topclick
View

Find us at The Business Show 2017 on 16th & 17th November at Olympia London

03/11/17
Events
topclick
View

October is the month of business exhibits for topclick

13/10/17
Events
topclick
View

The Future of Organic Search & How TopClick will Lead Client Branded Sites to Glory

31/07/17
Google SEO
topclick
View

nominated as a Wirehive 100 finalist

25/07/17
Awards
topclick
View

How do Keywords Move Between Sites & Agencies Over Time?

28/06/17
Google SEO
topclick
View

Have a Project of Your Own in Mind?

Special Offer!

Get 50% off your 1st months management (exclusive of web design/development) with topclick when you sign-up before the end of 2019!

Contact Us