Social media customer care is one of today’s powerful and efficient platform when it comes to delivering excellent customer service. But it doesn’t end there. More than its role of answering typical and basic queries, marketers today have seen its capacity to influence the customer’s journey.
Every Customer’s Journey Needs a Trail
Do you wonder how huge corporations such as Coca-Cola became so popular? Although its secret formula plays a large part in why it accumulated millions of loyal customers, its marketing plays an even larger role. It adapts its marketing strategy to different customer groups by developing new products.
Every journey needs a trail, and you can determine where the trail is heading by studying customer behaviors — from the initial point of contact until the time they become advocates themselves. Once you assess their behavior and determine the common ground between the majority of your customers, you can devise a formula or a marketing plan which would make it easier for you to guide them in the touchpoints where you want them to be.
Why You Have to Exert Effort on Doing Social Media
The numbers will tell you why.
According to the American Express Customer Service Barometer, there is 35 percent of customers who reported that they reached out in social channels — an 11 percent increase from the 23 percent record. Of those who have used social media for a customer service concern, 84 percent said they had received a response or resolution, up from the 65 percent record.
The figures only tell that many businesses have seen its importance. As the American customer service expert Shep Hyken emphasized, “Engaging rapidly with customers who contact your company via social channels is a huge opportunity for differentiation.”
In What Way will Social Media Help?
As mentioned, social media customer care should not only focus on answering basic queries. It should guide customers on every step of their journey. This means that by using this channel, you should strive to go beyond what your customers expect of you.
By giving them exemplary social media customer care, you can have a greater influence on directing them to the next touchpoint. Once they reached a certain touchpoint and turned to you again for the help, you can take that opportunity again to influence their decision.
Managing the Customer’s Journey the Right Way
If you want to achieve that kind of influence, you have to keep in mind to do the customer’s journey the right way.
What does this mean?
When you manage your social media customer care, you need to have tons of patience, understanding, empathy, and other essential customer service skills to make an impact on your customer. But if you don’t have these skills, and if your customers perceive your service to be dissatisfactory, what you expected to help you strengthen your brand can turn as your Achilles heel. Instead of bringing your customers to the next touchpoint, it can stop them from continuing on the transaction. Worst, they may even tell others about your poor customer service.
Your Social Media Care partner
If you want a guarantee that your business is delivering proper service to your customers, then entrusting this task to the expert is one of the best choices.
In Customer Support Philippines, we have several teams of social media customer care specialists who can help you build a positive rapport with your market. They can ensure that your customers will end up in the touchpoint where you want them to be.
For more information, contact us now!
