As the modern consumers – and businesses – embrace social media, the opportunities for its usage in customer service also expand significantly. On the other hand, companies who fail to leverage these opportunities or misuse the platform could be left in the dust by the savvy, forward-thinking competitors.
There are lots of compelling reasons why more and more businesses are using social media to enhance their customer service. First is that lets them engage their customers on a more personal level and in a timelier manner. According to the latest statistics from Statista, the daily social media usage of global internet users amounted to 135 minutes per day.
This means that social media is an ideal tool for gathering customers feedback, and more importantly, as a medium to resolve customer concerns. When customer’s issues and concerns are resolved immediately, they will be happier and will feel more connected to the brand because they know they can always get in touch and receive a fast, response-driven answer.
At present, the number of companies integrating social media into their customer service strategy is increasing significantly. In Twitter alone, the number of customer service interactions have increased 250% in the last two years. And as social media platforms continue to roll out innovative engagement features, be prepared to be there waiting, because that’s where your customers will be.
Here are the key takeaways from the infographic below, compliments from Global Outsourcing. This infographic details the top tips which you should be applying to maximize your use of social media in customer service.
- Choose the best social media platforms suit your business needs.
- Monitor social media mentions.
- Use the right tone of voice consistently.
- Remember the do’s and don’ts of social media.
- Make use of knowledge base.
- Know when to take an issue offline.
Check out the infographic below to learn more.