Customer service and support is a key factor to run a business successfully. Hence, the need to provide an unbeatable customer support cannot be overemphasized. Although there is a lot of media available to promote your product or service, some are much more effective than others. It’s needless to say that you cannot compare the way customers can interact with brands via Facebook and Twitter to the way it’d be via email.
In fact, studies from <a href=”https://websitebuilder.org.uk/“>Website builders</a> have shown that 90% Social Media users have used social media to communicate with a brand. More so, it was also gathered that 63% customers expect companies to offer customer support on Social Media. In the year 2015, a survey carried out on customer support showed that 1 in 4 Social Media users in the UK used Social Media to make complaints to companies.
Recently, research also shows the channel customers actually prefer the most as a means to interact with companies. Phone (toll-free number) came out the lowest with 16.1%, followed by Email: 19.4%, the Website/live chat: 24.7%, while Social Media carried the bulk of the percentage with 34.5%.
The above statistics have shown that social media is the best for customer support. Some companies have proven this by developing a better repute only because they have a strong social media platform for their customer support. Only a flick of fingers across a smartphone is required for customers to access and relate to the company’s personnel.
In a nutshell, a company that desires growth will not want to neglect the importance of building social media platform. Providing customer support via social media has been ascertained to be the best channel, and it will help build an impeccable customer support and service as well as boosting customers’ loyalty.
Credit:
Josh Wardini
Guest Contributor/Workflow Expert
