Think about the last time something really aggravated you, whether it was a slow Internet connection, long store lines, or a rude cashier. Did you vow to go home and call an 800 number, punch through a bunch of option keys, and wait to talk to a customer service rep? Or did you take out your smart phone and hammer out your frustrations in 140 characters or less?
Odds are you’re like the millions of consumers who express their grievances with friends, family, and colleagues on Twitter, Facebook, YouTube, or a host of other social sites. With more than 230 million people on Twitter and a billion or more on Facebook, companies now understand the importance of providing customer service over social media. According to a 2014 Forrester report, 62 percent of businesses believe they will lose ground if they don’t adopt social customer service technologies.
Companies slow to embrace social media for customer service, also known as social care, are missing an opportunity to build their brands and customer loyalty. Ignoring customer problems on social media can spark a raging ﬁre of discontent. But by connecting with customers on social media, you can quickly respond and resolve issues in front of thousands of other prospective clients.
A study by the International Customer Management Institute shows 61 percent of consumers who received social care were more satisﬁed with their support. And 58 percent said social care increased their customer loyalty.
Are you ready to advance your customer support program to the social community or are you willing to sit on hold while your customers begin looking elsewhere?
We’ve created an eBook, “Social Customer Care: How to Use Social Media to Improve Customer Support,” to explore the reasons for adding social care to your customer service programs. It also provides tips from industry experts on how to get there.