Social Customer Service on the Rise: Are You Taking Advantage?

Posted by on March 29, 2013 in Customer Service, Social Media [ 0 Comments ]

social customer serviceSocial media has changed a lot in a very short amount of time.  Customer service via social media channels was once an afterthought, but recently has soared to new levels.

Mashable tells us that more than half of customers already head to Facebook and Twitter for social customer service, and that by the end of 2013, 80% of businesses will use social networks for customer service. (Tweet this stat!)

Suddenly, it seems like a lot of businesses opened their eyes and realized the importance of social customer service.  As the popularity of social media sites continues to soar, especially for younger generations, social customer service becomes more popular too, and is almost expected by paying customers.

Related: Social Media: 5 Things You Shouldn’t Do

Big Names Embracing Social Customer Service

And many larger brand name companies have realized it is essential to keep up with trends in order to have a successful business, so more and more are adopting this method of customer service.

Top companies across the world are paying attention and investing in this method of communication and prioritizing their commitment to support their customers on social network sites.

  • GoDaddy and Groupon fully embrace social customer service with open arms.  These name-brand companies have a dedicated full-time staff in their customer-service centers working solely on Facebook and Twitter responding to customer service comments and inquiries.

Related: 15 Things Your Customers Are Dying to Hear

The Many Pros of Social Customer Service

The pros of social customer service lie largely in the fact that social media is in real time, and can be amplified for the good, the bad, or the ugly.  Facebook and Twitter are the first place your customers’ head to when they are over the moon about your product or service, or disappointed with their experience.

  • Conversocial, a business that provides software to enable social customer service, says that 81% of Twitter users expect a same-day response, and 29% of Facebook users expect a response within two hours.
  • With that being said, your company has the opportunity to set a precedent of always being available to your customers, provide prompt responses, and let your customers realize you value their business.

More and more companies are realizing their need to lean toward social customer service because it allows a unique opportunity to communicate with customers. Small, but frequent interactions enable your business to build intimate, meaningful and long lasting relationships which improves overall customer and brand loyalty.

Consequently, these satisfied customers are more likely to rant and rave virally about their great experiences with your business, and tell their fans and followers nothing but good things.  This trend is one that is here to stay.

Bio: Megan Totka is the Chief Editor for ChamberofCommerce.com. She specializes on the topic of small business tips and resources. ChamberofCommerce.com helps small businesses grow their business on the web and facilitates connectivity between local businesses and more than 7,000 Chambers of Commerce worldwide. 


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