The need for a social media customer support that would provide seamless customer experience is on the rise today. This is because in today’s digital age, the number of people who utilize social media platforms like Facebook, Instagram, and Twitter, is continually growing. In fact, around 2.46 billion people from around the world are on social media this year, based on the statistics released by the business intelligence portal company Statista. It is even projected to increase up to 2.77 billion social media users by 2019. This phenomenon opens a lot of possibilities for businesses to expand their clientbase and to close more sales.
More customers, greater need for assistance
Acquiring larger number of customers is good. It increases your chance of closing more sales. With every positive transactions comes higher earnings. If you have maintained a good cash flow, you will be able to upgrade your shop.
But getting more customers comes with greater responsibilities both to your customers and to your business. As the number of your customers increases, their demand for a good social media customer support also increases. Most consumers who shop online prefer to reach out to different businesses through social media because of the convenience it provides. And in order to make them stay and constantly attract new ones, you have to keep up with their demands.
Customer experience is crucial for businesses now more than ever. It serves as a key differentiator between business entities. Eighty-six percent of buyers are even willing to pay more for a better customer experience, as revealed in “Customers 2020: A Progress Report” released by the customer intelligence consulting firm Walker.
Business competition is fierce online. And it will continue to be more competitive each day as more and more online retail shops start to operate. If their expectations are not met, shoppers can simply hop from one shop to another. This is evident in the survey conducted by American Express that shows 78 percent of consumers have abandoned a transaction because of a poor service experience. If majority of your visitors did the same way to your business, it can surely be a nightmare. Just imagine the amount you could have possibly earned if they bought something from you. But if you provide them with exemplary social media customer support that would allow them to have a great, one of kind customer experience, you are surely one step ahead of your competitors.
Positive business reputation, more sales opportunities
News about good customer service travels fast, and bad service faster. People can post negative criticisms about your business in different online sites, which can certainly harm your business reputation. Ninety-three percent of millennials — which constitute the largest consumer demographic in the world — for one, read product reviews first before making a purchase. This is according to an infographic released by Adweek, an American advertising trade publication. Given that fact, millennials will likely choose to transact with you after reading positive reviews about your business.
You should take advantage each time a customer deals with your business by delivering an impressive social media customer support. Assist them all throughout their journey. Guarantee that all their touchpoints are smooth enough for a better customer experience. Make sure to answer all their questions fast whether they want to know additional information, clarify something, et cetera. Dealing with their complaints after they have made a purchase is even more critical. Your ability to give them the best resolution to their problems will determine their overall satisfaction with your business.
The quality of your product is not always the key ingredient in closing more sales. Everyone strives to improve their products and services regularly. But delivering great social media customer support is one proven way to achieve a competitive advantage.
If you believe that social media customer support matters a lot, but you still want to focus on your core tasks, you may consider outsourcing this service as an option. Doing so will not only allow you to have access on services of expert customer service representatives, it will also help you enhance the experience your customers have with your brand.
Outsource your social media customer support with us now! Contact us for more details.
