Social media is the main driving force behind modern customer service methodology. Most customers prefer to receive quick responses online rather than waiting to be connected to a representative on the phone. In fact, research shows that approximately 67% of consumers engage with brands via social media to ask questions, lodge complaints, place online orders, and leave reviews. The idea is that if consumers publicly post their comments and questions, brands are more likely to respond and do so quickly—and it works. 3C Contact Services’ social media customer service can help you manage all of your online interactions with customers effectively and efficiently.
We believe that brands shouldn’t underestimate the importance of social media customer service because this can seriously diminish their online image and brand-building power. Social media can be used to engage customers, but there are two kinds of engagement: active and passive engagement.
Active engagement is when brands purposefully reach out to customers with the intention of gaining their attention and getting them to react to, comment on, or share their posts.
Passive engagement is when brands simply respond to customer queries and comments or resolve issues using social media.
Both types of engagement are very important aspects of your social media customer service practices, which is why they both deserve equal attention. Understandably, you might be too busy managing other aspects of your business, though, and that means you might not always be able to answer customer comments or questions as quickly as possible.
So, what is social media customer service and how can it work for your business?
That’s where our extensive social media customer service comes to the rescue. Our team of professionally trained social media and customer service experts can provide the online support that your operation is currently lacking. With fast response times, relevant answers, and satisfactory resolutions, our customer service agents can help you build and maintain a strong social media presence while also gaining credibility with your customers.
Facebook, Instagram, and Twitter are the three main platforms that customers are likely to use when trying to contact your business. With that in mind, you need a team of highly qualified social media experts who can manage these accounts on your behalf and provide fast response times.
Nowadays, if you’re not on social media, you’re basically out of the loop on everything that’s going on within your industry. Advertising moves so much more quickly online than it does in the real world and that means your competitors are taking advantage of a wide range of customer engagement channels that you’re most likely missing out on.
Even companies that are using social media customer service without a dedicated team of agents to monitor their online interactions are behind the fold. Thanks to the fast nature of social media commenting and instant messaging, customers expect responses instantly. Brand pages on social media typically display the estimated response times so that customers can see how long it typically takes to get a resolution for their problem.
Anything longer than five minutes is considered too long and most customers will usually get frustrated and leave, especially if they’re dealing with a timely issue. When you have someone constantly monitoring all of the activity that takes place on your social media page, you can ensure that all inquiries and comments receive a response within minutes.
Of course, some inquiries and issues take a little longer to resolve than others and there’s nothing wrong with that as long as you let the customer know that you’re working on it. Acknowledging the customer’s comment or question is half the battle. That way, they know that your company is prioritizing their question or problem and that they can expect a resolution shortly.
3C Contact Services is committed to implementing professional social media practices that will help you streamline your social media responses and ensure that every single customer is taken care of.
Having a social media presence for your brand means so much more than just responding to customer complaints, questions, and comments—although that’s certainly a core component of it. It also gives you an opportunity to post relevant content to your social media accounts that your customers can relate to and share with their followers and friends.
By creating and sharing enticing content, you can build up strong customer loyalty. And customer loyalty increases the likelihood that more people will share your content and organically spread awareness about your brand online.
With greater brand awareness, comes great responsibility. Be prepared for a large influx of followers and their comments. Small businesses rarely have the financial resources or manpower to handle a large volume of online feedback, comments, questions, and complaints because they’re usually too busy serving customers on the phone, via e-mail, or in person.
You need a specialized team of brand representatives that handle all of your social media accounts. Fortunately, 3C Contact Services can represent your company on all fronts. With our company, you get a vast array of value-added services that are specially tailored to meet the needs of your business.
3C Contact Services breaks the mould when it comes to providing excellent social media customer response services. By managing your social media accounts for you, we can help you maximize your in-office workflow by allowing you more time and energy to focus on other tasks and we can ensure that every customer inquiry is handled promptly and with the utmost accuracy.
To learn more about our social media customer response services and how we can help you grow and manage your business, please contact us.