Is Your Business Using Social Media For Customer Service? Here are some tips to help your business succeed. First, understand the purpose of social media for customer service. Social media users expect common themes across platforms, including the ability to reach out to brands via their preferred channels. By providing these common themes in social media, brands can improve their brand image. In addition, users who communicate with a brand via the platform they prefer are less likely to use other channels.
The main goal of social media for customer service is to resolve customer care issues. Users use social networks to ask questions, air complaints, and find answers to their questions. Social media users frequently communicate with brands for answers to questions, while 33% communicate with brands for answers to their concerns. A brand must be responsive to meet this demand. And if it doesn’t, its image may suffer. So, it’s important to know the best practices of social media customer service in order to maximize the effectiveness of the platform.
Before you implement social media for customer service, make sure your CX program is in place. Measure the impact of customer service via social media by establishing metrics for engagement, follower count, and customer satisfaction. If possible, include customer satisfaction surveys in conversations between customer service reps and customers. Social media customer service tools such as Qualtrics are a great way to empower your customer service team. The Clarabridge-powered Qualtrics CustomerXM for Digital gives distributed teams all the functionality they need to make the most of social media for customer service.