Of all the things your business needs to do online this 2018, social media customer care should be where you place your special attention. What is social media customer care, or SMCC? As websitebuilder.org.uk reveals, it is the business of giving particular focus to your customers’ complaints and queries.
How Social Media Customer Care Fits into a Proper Social Media Strategy
As with any business, consistent customer support is integral to success and the endurance of your business. Typically, good social media strategies have been associated with promotional campaigns, customer follow-ups and discounts for connecting on social media.
Companies have often left the aspect of customer complaint/query management to their own website or another dedicated tool. This means, when a customer has something they need to ask, whether urgently or not, they are directed to a brand’s homepage, email or telephone number, instead of SM.
Some companies have tried to stay with the times and grown to adopt live web chat support on their sites. However, 63% of your customers already expect you to have customer service support available on SM. Fitting SMCC into your social media strategy is as simple as streamlining a way to respond to your consumers when they contact your brand via SM.
Why SMCC Matters
As customers, we all understand the need to hear from a business you support, especially when you have a question or concern about their products and services that you use.
Likewise, your customers feel the same and the impact of proper SMCC is undeniable. 70% are more likely to use a brand’s product when being reached out to on social media, and resolving a negative tweet can increase your revenue by up to 3X. That’s just the tip of the iceberg.
For more information on SMCC and how it could be the thing your business needs, take some time to visit WebsiteBuilder.org.uk and this amazing fact sheet, below.
This guest was written by: WebsiteBuilder.org.uk