Social media as a resource to online businesses is massive. In terms of marketing to your target audience, utilising social media is of crucial importance as it essentially takes the advertising to a platform the online user is comfortable with. However marketing is now not the only thing that social media can be used for. Choosing to use this medium to communicate with your customers means that also, you must be able to deliver great customer service through platforms such as Facebook, Twitter and Instagram. Zendesk have put together this great infographic that summarises a social media user’s expectations. Speed in customer support is always of great importance, and these stats reveal that in social media, this is also very much the case:
Image originally posted on Zengage, The Zendesk Blog
It’s clear to see from these stats why speed is key in customer service. It means the difference between having great brand satisfaction and alienating your customers. Customer service on social media can be a great way to showcase how much you value your customers. As the good cases are on your page for all users who connect with you to see. The casual register of social media makes it a great source of testimonials, as it’s a platform where people are comfortable expressing themselves. With all of this in mind it’s important going forward to make sure you are not only active, but fast to respond to ensure you get shared for all of the right reasons.
If you want to up your speed in term of customer support, why not try Chat Heroes Live Chat? One of the fastest customer service tools, and with a 30 day free trial you can have a taste of this great tool to engage customers on your site without having to commit right away.