Hundreds of thousands of customer conversations happen on social media every day. Learn more about social listening on the next #SMTLive webinar. Register here.

Using Social Media as a Customer Service Tool [INFOGRAPHIC]

Social media is not just an excellent tool to grow your brand identity and connect with customers, it is also one of the best tools for customer service. Followers of brands on social media expect a two-way and more from companies than ever before. Followers are not only looking for the newest coupon or information on the “Spring Line,” they want to be heard! When they are upset and shout it out to the social media world, they are also putting their relationship with the company on the line…”respond and respond well, or we are never ever getting back together.”

The infographic below explains how using social media for customer service can differentiate a “great” company from a “good” company on social media. In addition, the infographic explains how social media has changed how companies measure the success of their social media strategy. For example, customer service is no longer measured on the number of first-time resolutions and average handle time, instead successful customer service is based on up-sell/cross-sell rates and conversation volume metrics. By 2020, it is predicted that 90% enterprise level companies will be using social media for customer inquiries.

A surprising fact that may help you jump on the social media customer service train, is that e-service support requests (web, chat, social) from customers is expected to grow 53% in the next year! Customer service is no longer about responding to complaints that you receive, it is about actively listening, monitoring, and engaged with brand mentions online.

Social Media Customer Service Infographic


Join The Conversation

  • Melissa Sills's picture
    May 9 Posted 1 year ago Melissa Sills

    "Customer service is no longer about responding to complaints that you receive, it is about actively listening, monitoring, and engaged with brand mentions online."

    While I do agree that how you handle complaints via social media is growing to be more and more vital, I still think the #1 key is to respond in a timely manner.  We typically reply within 24 hrs to a customer's complaint, and then handle any issues offline.  The customer is usually more concerned with whether or not their issue is being looked into, versus how it's being looked into.

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