As the number of businesses getting online increase exponentially, business owners and digital marketers are starting to realize that getting loyal customers is far more valuable than simply getting a lot. With so many people competing for the attention of the supporting spenders, everyone is looking for the new best way to stand out to their target consumers, and rope them in for the long haul. While social media has gotten most companies an opportunity to bring their brands to the fingertips of their buyers, many are only now starting to realize the value of the platforms for delivering highly-tailored customer service, i.e., social media customer care, or SMCC.
Social Media Customer Care as Modern Customer Service
Social media customer care is essentially the business of responding to your customers’ complaints and information requests being made on social media. Of all social media users, WebsiteBuilder“> reveals that 90% of them have already used an SM platform to communicate with a brand, and 63% already expect companies to be offering customer service via the platforms. In the past, companies traditionally used toll-free numbers and emails, and while many have switched online with live web chat support, 34.5% of people prefer social for social media, as opposed to the 24.7% who prefer live chat.
Why Making the Switch is Worth It
If the plain fact that all of your customers are already looking for you on social media isn’t enough reason to work on your customer service in that arena, consider this: proper SMCC practices can boost your annual revenue from customer referrals by 81%, increase customer retention by 92% and increase your annual ROI by 30.7%. So, by using SMCC to meet the modern consumers demand customer service via social media, your business will also make more money and keep your customers for the long run.
Author. Beta tester. Music lover. Huge geek, love zombies, video games, doctor who, sci-fi, horror, steampunk, and fantasy. I have 3 kids (4 counting the husband) and 3 cats. Michelle is also one of the owners of this site.