Why You Should Use Social Media for Customer Service
Customer service is a big deal. It’s estimated that American businesses lose more than $40 billion annually because of poor customer service. How does your company fare in this area? Do you go above and beyond or just scrape by? Do you use social media as a channel to provide excellent customer service to your clients?
The truth is, as social media becomes more widespread, consumers are turning to sites like Facebook as a medium to air their grievances and offer suggestions to businesses. Buffer cites a study that shows, “67% of consumers have used a company’s social media channel for customer service.” Do you understand how to use it for customer service complaints and comments? Here are some statistics that will help you utilize social media for your business as a customer service tool.
Social Media and Customer Service Statistics You Need to Know!
Social Media Examiner shares that in 2016, “More than 85% of companies will have to compete on customer experience. It’s getting too expensive for industries to compete on price, so they need to differentiate themselves by customer experience.” The article also explains that by working with clients one-on-one via social media it leads to customer loyalty, making them more likely to spend money on your products or service, give you more repeat business and recommend you to their friends.
Social Media Today backs this statement up with a few statistics:
- When companies engage and respond to customer service requests over social media, those customers end up spending 20% to 40% more with the company.
- Companies that improve their customer experience from average to ‘wow’ can see a 30-50% improvement in key measures such as likelihood to renew, likelihood to recommend and likelihood to buy another product.
- Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand.
- 42% of people will tell their friends about a good customer experience on social media, while 53% will talk about a bad one.
Now you can see why social media is so important to your customer service strategy! Watch for next week’s post for advice on how to respond to negative feedback from your customer base. Happy posting!
Written by Erika Taylor Montgomery
customer service, Social Media