Customer care is imperative when it comes to the success of any business, especially small companies. One of the best (and least expensive) ways to ensure quality customer care is to take advantage of social media.
Over the past few years, social media has become a significant method used to create a positive impact on customers. This is possible because brands can now have direct interaction with their customers, and this has helped increase sales and build customer loyalty. All three of these things help lead to a more favorable customer experience.
Means of communication with a brand
Due to advancements in technology, most people now have applications on their mobile phones and computers that improve the online shopping experience. According to Website Builders, 90 percent of social media users have used various social media platforms to communicate with their favorite brands. These days, people use social media platforms like Facebook, Twitter and Instagram to purchase products, write complaints or give reviews. Whatever the reason for a customer’s social media use, it’s clear that social media has helped customers to communicate with their brands.
This communication is also beneficial to brands, as they are able to receive quick and convenient feedback from valuable consumers. This gives brands vital information they need to make improvements and changes that they otherwise might not have known about.
Customers expect customer service support through social media
Many customers turn to social media when they have questions, or when they have an issue with a brand. Social media is easily the quickest way to get customer support, as it enables individuals to get help at any time. In fact, 63 percent of customers expect to receive customer service from brands through social media. This is a high percentage of the population, hence the need for social media for small businesses.
Customers don’t want to have to pick up the phone every time they have a question. Customer service via social media is the easiest and most convenient method for consumers, which is why it’s vital that businesses invest in quality customer service support through social media platforms.
It is the most preferred means of communication
As mentioned above, many customers have a social media preference when it comes to communicating with brands. Studies found that other channels, like email, live chat and phone calls were less popular. For instance, Email is used by 19.4 percent of users; website live chats by 24.7 percent; and phone by 16.1 percent, while social media has 34.5 percent. With that being said, it’s clear why small businesses need to make social media a priority if they want to ensure a positive customer experience.
Businesses can reach out to their customers through social media
Communication between brands and customers must go two ways. Businesses need to be able to communicate with their customers, just as their customers need to communicate with businesses. Not to mention, customers are happy when brands reach out to them. In fact, 70 percent of people are likely to use a brand when the brand reaches out to them. In addition to that, 31 percent of customers make pre-sale inquiries, and 39 percent provide feedback through social media. Social media makes reaching out possible and incredibly easy for brands. Prior to social media, it was far more difficult for businesses to interact with their customers on a personal level. In today’s world, interacting with clients is as easy as clicking a button.
Building personal relationships with customers over social media not only increases sales, but also builds brand loyalty. A customer is far more likely to stick with a brand that reaches out and makes him/her feel like a valued customer.
Over time, social media has not only helped in marketing and advertising, but it has become a platform that has solidified relationships between brands and their customers. This has helped small businesses to grow because of increased sales due to customer satisfaction. If your business hasn’t jumped on social media yet, it’s time to start!