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Is your social media customer service helping

Or is it hurting your customer experience?

Consumers who receive prompt responses through social media channels are more likely to remain brand loyal and provide word-of-mouth referrals. When implemented correctly, social media customer service encourages consumer spending, improves operational efficiency and increases organizational performance.

Customer inquiries on social are increasing. Twitter found, in recent research, that customer service conversations had increased by 2.5x in the past two years. Since it is social media, customers expect a fast response. Fast responses are an essential part of meeting customer expectations for social care.

When customers receive favourable service, advocacy increases. When companies engage and respond to customers over social, those customers spend 20-40% more with them.

Make Social Customer Service a Valuable Piece, companies that gets this right achieve the ultimate balance. They improve the customer experience while driving operational excellence, which translates into reduced costs.

But, a common mistake that many brands make with a social customer service program is to manage it as a soloed initiative. As a result, customers get frustrated and post negative comments about their experiences.

This is not good when 75% of consumers expect a consistent experience wherever they engage be it web, social media web or in person.

When social media is integrated with other channels, so data and insights are shared across the organization, brands can use these insights to tailor each interaction to improve the customer’s overall experience. Adding social media data into the mix only makes customer journeys richer. Building a comprehensive view into journeys helps brands understand, predict and address customer expectations.

Therefore, to have a truly omnichannel customer experience, it is vital that social customer service be a valuable component.

Meanwhile, omni-channel is defined as a multi-channel sales approach that provides the customer with an integrated customer experience. The customer can be shopping online from a desktop or mobile device, or by telephone, or in a bricks and mortar store and the experience would be seamless.

Implement Best Practices To Make Social Customer Service Stick.

Social Customer Service is a big deal. In fact, social customer service serves as an inflection point – it can determine whether a customer continues to do business or stops doing business with you!

Personalize the Customer Experience by Tracking Offline Conversations

As consumers are jumping across online channels to the phone and back, your sales representatives need to know exactly where a caller has been, who they are and, most importantly, why they are calling. Without this information the chances of achieving a sale are greatly reduced.

By personalizing the customer experience, leads will feel more valued and be more focused on making a purchase, which is why 94% of large enterprises worldwide are using their customer data to deliver personalized experiences.

Call tracking analytics generate real-time insights about each caller. Your sales team can view information on the customer they’re communicating with, such as the page they landed on, the keywords they used to find your website and if they have called before. You’ll be able to tailor conversations to specific customers and close more deals.

This can also be used to automatically route and filter callers, so they are sent to the correct person or department, eliminating call transfers.

For instance, if you were a retail company with a customer who had an item of clothing in their basket, but they decided to call before completing their purchase, they would be directed to the correct sales representative to help complete the sale.

Together this all forms a frictionless customer journey. Customers will feel reassured that you know exactly what they want and happy customers lead to better conversion rates.

Although larger enterprises have a bigger market share, they can still suffer from the difficulty of reaching customer service targets. However, by introducing call tracking, your business can gain comprehensive customer insights, guaranteeing that you are using the best omnichannel marketing strategies to increase customer satisfaction and sales.

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