As social media has evolved, it's become a key connective device, enabling us to stay in touch with friends and family at all times, and across many time zones. That capacity has also made the medium an increasingly important communications tool for brands - not only can businesses utilize social to boost connection with their audience, but it's also now a much relied upon tool for customer support queries.
The stats don't lie - according to Smart Insights, more than 63% of consumers now expect companies to offer customer service via their social media channels, while 90% of social media users have already used the medium as a way to communicate with a brand or business. In fact, it's become the preferred means of dealing with such issues: 34.5% of customers now prefer social media for customer service queries, as opposed to 24.7% who would rather engage in live chat, 19.4% who prefer email, and 16.1% who would opt for toll-free phone service.
If you're not tapping into the value of social for customer care, you're missing out. To help ensure you're able to maximize such opportunities, the team from Transcomos Information Systems have put together this overview of essential social customer support practices.
Worth factoring into your 2019 planning.