In addition to building brand awareness, engaging users and sparking conversations, consumers are increasingly turning to social media for customer service inquiries. The numbers clearly show this. A study found that 67% of respondents had used social media to solve a customer service issue. The same study found that younger age groups are more likely to engage with online businesses and that fast, quality customer service on social media is important for consumer satisfaction with brands and companies. Although the study is a bit dated, dating back to 2013, it still holds true today. We can only expect the role of social media to grow in allaying customer concerns and managing expectations.
How Facebook Messenger is Changing fax list Social Customer Service | SEJ Advertising Continue reading below It is faster and more convenient for customers to contact businesses on social media rather than waiting for endless email responses or phone calls where they may be put on endless hold or have to explain the same problem to several different representatives. In addition, a high level of responsibility is associated with social. Due to its reach and public impact, businesses are responding quickly on social channels. To this end, the ability of Facebook pages to use the messaging function can improve customer service on social networks. Let's see how businesses can take advantage of this feature. Control discussions on business pages If not addressed immediately and satisfactorily, customer complaints can quickly spiral out of control on social media, turning business pages into raging patterns.
Advertising Continue reading below Such conversations don't just distract others; they can also significantly damage the reputation of brands. People pay great attention to what other consumers say about businesses. With the PM feature, companies can immediately take these conversations offline by privately contacting aggrieved parties. It can be difficult to pinpoint the exact cause of a problem through on-page discussions, and too much back and forth can further complicate issues. While a customer may have a legitimate concern, or left in public view for long. With the help of private messaging, your customer service managers have the ability to quickly remove complaints and other concerns from a public forum. Appropriate and lengthy discussion may ensue through the PM leading to the resolution of the matter to the satisfaction of the parties involved. Generate faster, real-time responses PM allows for faster responses. Response time is crucial for resolving customer service issues on social media.