Social media and customer success: in 2022, these two sectors will have to work together
Posted: Sun Dec 15, 2024 6:03 am
We often think of social media as a marketing tool for a very obvious reason: social media is fertile ground for a brand to connect with its audience, listen to opinions, share creative content, start conversations and build a sense of community with its customers.
In other words, social media campaigns are great additions to any company’s marketing strategy. We also know that this is just one of the many benefits that these apps can bring to a brand.
In this series of articles by Rock Content in partnership with Hootsuite, we saw that social media can directly help the sales team as a way to promote a buying experience, since their KPIs can be transmitted to other departments in the company.
These channels are important touchpoints for speaking with customers. So how does this impact a brand’s customer service and success?
According to Hootsuite’s Social Trends 2022 , 59% of angola email list 276670 contact leads respondents agree that customer service using social channels increased business value over the past 12 months.
Companies are beginning to view social media as a customer service channel, because people are seeking out these channels to communicate with them.
Whether searching for information, making a purchase or solving a problem, they expect a response that is as fast, complete and useful as any other official brand communication channel.
Data has shown that 64% of people prefer to text rather than call a business . According to Gartner, 60% of all customer service requests will be handled through digital channels by 2023 .
It is vital for a company to offer excellent customer service and have a high-performing Customer Success department.
Digital presence, quick problem resolution and accessibility to product information are key to keeping customers happy and building trust.
The customer wants problems to be resolved easily and quickly
Classic situation: You have a problem with your internet and you call your service provider. You enter your account information and wait for minutes — sometimes hours — for the assistant to speak to you.
Finally, someone answers you. You explain your problem. This person asks you to perform a few basic troubleshooting steps — which you've already tried — and, without letting you speak, transfers you.
You wait a little longer. You speak to another assistant. You have to explain your problem again. And then this person — who most of the time also can't help you — needs to transfer you to another level of support or supervisor. And so on, several times.
In other words, social media campaigns are great additions to any company’s marketing strategy. We also know that this is just one of the many benefits that these apps can bring to a brand.
In this series of articles by Rock Content in partnership with Hootsuite, we saw that social media can directly help the sales team as a way to promote a buying experience, since their KPIs can be transmitted to other departments in the company.
These channels are important touchpoints for speaking with customers. So how does this impact a brand’s customer service and success?
According to Hootsuite’s Social Trends 2022 , 59% of angola email list 276670 contact leads respondents agree that customer service using social channels increased business value over the past 12 months.
Companies are beginning to view social media as a customer service channel, because people are seeking out these channels to communicate with them.
Whether searching for information, making a purchase or solving a problem, they expect a response that is as fast, complete and useful as any other official brand communication channel.
Data has shown that 64% of people prefer to text rather than call a business . According to Gartner, 60% of all customer service requests will be handled through digital channels by 2023 .
It is vital for a company to offer excellent customer service and have a high-performing Customer Success department.
Digital presence, quick problem resolution and accessibility to product information are key to keeping customers happy and building trust.
The customer wants problems to be resolved easily and quickly
Classic situation: You have a problem with your internet and you call your service provider. You enter your account information and wait for minutes — sometimes hours — for the assistant to speak to you.
Finally, someone answers you. You explain your problem. This person asks you to perform a few basic troubleshooting steps — which you've already tried — and, without letting you speak, transfers you.
You wait a little longer. You speak to another assistant. You have to explain your problem again. And then this person — who most of the time also can't help you — needs to transfer you to another level of support or supervisor. And so on, several times.