5 best ways to expand customer support using social media
from Adam | February 2, 2021
Social media has a positive impact on sales and greatly improves brand loyalty and connections. It plays an important role in customer service. From a business perspective, it saves a lot of time and money.
In addition, you can reach a much larger group of customers with social media platforms than with traditional methods.
According to Statista, 4.41 billion people will use social media by 2025. It’s an excellent channel for customer care because it’s so immediate and accessible.
76% of the people who notify a company on a social media platform do so for customer service or support.
The mutual advantages of easy access to the brand via Instagram, Twitter, Facebook or YouTube enable easy customer contact and engaging social interaction. Around 47% of US consumers are positive about a brand that responds to customer service questions on social media.
Here is a list of the top five ways you can use social media to expand customer support:
1- Consider setting up a dedicated social handle for social media customer support
Marketing land says that a non-response can result in a 43% decrease in customer referrals, while a response can increase them by 20%.
A brand must use a separate social account dedicated specifically to customer support.
For example, Hootsuite uses @Hootsuite_Help and BestBuy @BestBuySupport as the customer support platform on social media.
Using a separate social account will help you filter out and flag support and service issues in your primary channel.
According to Convince and Convert, around 42% of consumers expect a response on social media within 60 minutes.
If left unresponsive on social channels, existing customers will churn by 15%.
A dedicated social media account for customer support also allows you to answer customer support questions faster and in more detail. A quick and detailed response that solves problems will help keep frustrated customers happy and satisfied.
Also, add a link to your main account to expand the reach of your dedicated social handle for customer support on social media.
2- Integrate social listening into your strategy
The increased customer expectation for fast customer support via social media channels has made the social listening solution a necessity for customer support and community management in 2021.
According to Socialbakers, 51% of brands use social listening in any role.
Social listening involves monitoring social conversations on various topics. You can understand why, where and how these conversations are taking place and what people are thinking and feeling. It also helps you understand what’s important to your audience and identify trends that your audience is following.
Here is an example where Best Buy did not receive a direct @mention from the customer on Twitter.
However, by including social listening, Best Buy was able to respond with a helpful message and suggest a product that is specific to the customer’s pain point.
You can either manually check all of your notifications on all social media platforms or use a social listening tool to do it for you.
The efficient way to see posts that haven’t tagged your brand’s social media profile is to use a tool.
Choose a listening tool that provides actionable data, measures sentiment, and integrates easily with your business strategy.
Various social listening tools offer paid and free tools that you can use to track, monitor, and be notified when conversations are taking place. The best tools are Google Alerts and Mention.
3- Use social tools to support customer service
Monitor customer service activities on Facebook, Twitter, Instagram and other platforms with tools like Zendesk.
It offers the ability to listen to consumers on multiple platforms. Conversations on these platforms are automatically converted into tickets so agents can effectively respond to and resolve problems.
Here are the tools to help you meet your customer needs:
- Chatbots: Chatbots provide social customer service around the clock. Chatbots provide customers with instant answers so they don’t have to wait long. They’re cheaper than hiring a human customer service representative and are best for answering simple questions that you get frequently.
- Messaging apps: Messaging apps communicate directly with your customers. It helps your clients to contact you personally so that they can handle their affairs privately.
- Live chat: Live chat is a great option as it offers quick responses from real live chat representatives. Neil Patel took advantage of this strategy and saw a dramatic increase in inquiries resulting in new business.
- Tracking systems: Tracking systems measure the impact of your customer service efforts on social media. Get insights into how long it takes for your company to respond to messages and solve problems.
4- Use social media communities
Social media communities can be an organized page and group that your audience engages with. It can also be an undefined but active follower base heavily preoccupied with your organic content strategy.
Social media platforms are a great opportunity for your brand to build a community.
In particular, you can use Facebook to create private and public groups.
Create a Facebook group that your customers can join. Once the members of the group have joined, they can start discussions, exchange opinions, ask questions, and communicate about your products or services.
For example, MobileMonkey’s has a Facebook group called MobileMonkey Island. MobileMonkey allows members to ask questions and share knowledge about Facebook Messenger, chatbot marketing, and advanced Facebook ads.
You can use an external Facebook social inbox tool like Sotrender to get your daily chores done.
Make sure you set your community rules and assign moderators to keep the group running smoothly.
You can also build a community with Instagram.
For example, Summer Fridays use Instagram Stories to ask their audience to share in real time which products they’d like to see next based on customer demand.
Glossier, Summer Fridays and Create & Cultivate are community-oriented brands that have achieved great success on Instagram.
There are helpful tools out there to make the most of your Instagram community, such as: B. Statigram, Webstagram and Nitrogram.
5- Focus on creating a client advocate base
A customer base is a group of loyal, trustworthy customers and employees who can speak up for your brand.
According to Convince and Convert, 45% of customers share their positive experiences when a brand responds to a problem in a helpful way.
One of the first things customers usually do when they have a bad experience with your brand is to leave a negative review online.
So rather than responding to a negative comment, your strategy should be to provide excellent customer service and create a strong, loyal customer base who are committed to your brand.
Social media is a valuable channel for marketers to reach and convert customers. These platforms have evolved into more than just marketing and advertising platforms. They are important channels for businesses to provide customer service, especially with the advent of a conversational business.
An unanswered customer complaint on social media lowers customer loyalty by 50%. Therefore, by monitoring your brand’s social media pages and understanding how to use the platforms effectively, you can improve your support game. The better you can provide customer support on social media, the more traffic you can expect there.