"Social Care" | The New Customer Service | Using Social Media to Serve

“Social Care”– The New Customer Service

10/31/16

Good ol’ fashioned customer service is tirelessly sought after in today’s culture–But the way people are seeking it out is by no means old fashioned. Facebook, Twitter and Instagram have quickly become today’s customer service giants–serving as major outlets for consumer questions, concerns, and praises. But are you surprised? It makes sense that consumers would expect to be taken care of where they are–which is largely on social media.

As we come into this new age of customer service, it seems that we have yet another reason to tell you how important your company’s social media presence is. Your company’s social care can only be effective if you go beyond just posting on your social channels regularly (which is a whole other monster to tackle!). Social care is driven by your own engagement on your channels–Answering questions, commenting back, taking time to thank people for their reviews, and also doing damage control when negative feedback pops up! In fact 88% of consumers say that they are not likely to buy from or work with a company that leaves questions unanswered on social media channels–that’s enough to get our attention and to convince us that a company’s social care has a direct connection to a company’s success.

So take a look at your social pages–have you stepped into this new age customer service yet? Or are you letting potential customers and clients slip through the cracks? If you’re one of our clients, we are confident that you’re already thriving in social care–your social mentions are being combed through daily and your customers and influencers are engaged with regularly. Isn’t it time that you and your customers reaped the benefits of social care?

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