Social Customer Service has become a major competitive advantage for companies.
Companies that have implemented an enterprise-wide social media strategy have been able to transform customer service into a proactive way to keep customers satisfied, while at the same time increase corporate revenues. To achieve this, businesses have reached out to customers, developed brand advocates, and become a resource for customers that extends further than just the product.
The following are benefits of implementing social customer service:
- Broaden the Reach of the Customer Service Department – Customers are online and are increasingly trying to reach out to brands via social media. Improve your customer service by implementing a social media aspect to your existing customer service workflow. Find out more in the previous posts from this series.
- Improve Customer Satisfaction – By broadening the reach of your customer service, you can positively affect your customer’s experience. The easier it is for your customers to get a hold of you, the happier they will be and the faster you both can get to a solution. Consumers who have received customer service on social media are willing to pay 21% more for excellent service, compared to a premium of just 13% for the general population.
- Improve Brand Sentiment and Cultivate Brand Advocates – Take advantage of positive customer service experiences and turn your customers into brand advocates. Social media allows companies to recognize loyal customers easily and further enables customers to share their positive feedback to a wider audience.
- Increase Revenue – Through social media, customer service teams have the opportunity to evolve to a department focused on customer experience as opposed to just a problem-resolving center. With the shift to customer experience, it allows for a brand to communicate with customers in a continuous manner, which will eventually lead to building brand loyalty and increasing revenue.
If you’d like to learn more about the benefits of using social media for customer service, download our white paper Social Customer Service: The Future of Customer Satisfaction.