Social media has been a popular medium most especially for the modern consumers. The importance of social media has been amplified this year as quarantine measures have limited physical interactions. Now more than ever, customers turn to a company’s social media channels for information and updates.
There’s much more to social media that can help businesses gain an advantage over the competition. Here are some benefits of social media customer service.
Establish a deep relationship with your customers. Social media is an excellent platform to improve your relationship with your customers. Connecting with them on a personal level will help customer brand loyalty. No matter how popular or good your service or product is, if your customers have a bad experience with customer service, they will mostly shift to other brands.
Instant feedback. Customers who reach out to businesses through their email don’t expect a response right away. However, that’s not the case when it comes to social media platforms. When a customer reaches out through social media, the response time is expected to be short.
Improve brand awareness. Social media helps you improve and uphold your brand’s reputation. Customers follow your brand to learn more and to stay updated. This is your company’s opportunity to shape the way your customers see your brand through the type of content you post.
Having a strong social media presence does not end with creating a social media account. To maximize your social channels, you should optimize your profile, share relevant content, join communities, or try outsourcing. Outsourcing your social media customer service will not only lessen your costs, but it will also expand your workforce without the need to spend on onboarding or facilities. Outsourcing companies in the Philippines like SOPHI provide affordable 24/7 social media customer service support delivered by highly effective and efficient teams.