Last week Henriette wrote a blog post about the importance of connecting with your fans on a personal level when brands communicate on social media platforms. Today, I’m going to elaborate a bit further on this subject by having a look at some recent statistics about customer service on social channels. Have you asked yourself whether or not your company is taking full advantage of the resource that is social media, and are you already using social media in an attempt to convert angry complaints into happy customers?
Include social media as part of your customer service strategy
If you don’t use social media as part of your customer service strategy yet – you should. Customers expect brands to maintain an active social media presence. They have a very strong voice, and social media really amplifies that voice exponentially.
The bottom line is that brands that deliver great customer service and support, win. Brands that don’t, lose. Bad news travel fast in social media and can quickly spiral out of control. Therefore, embrace every opportunity for an open and direct dialogue with your fans or customers, and don’t be afraid of the complaints or the negative remarks. According to this infographic from LiveOps, 60% of companies are missing out on key opportunities to connect with customers by not responding to the comments and concerns being voiced on different social media platforms.
To draw out just a few important facts from the infographic:
- 60% of companies don’t respond to customers via social channels.
- 70% of all complaints made by customers on social media go unanswered.
- 65% of customers prefer to contact companies on social media rather than via a call centre.
- 35% of retailers actually erased a customer’s question on their Facebook Page.
- Socially engaged customers spend 30% more and tell an average of 42 people about great customer service.
- 83% of customers that tweeted a complaint loved it when a brand responded.
- Customers spend 21% more on average on companies who provide fantastic service and support.
Have a look at the full infographic below for some more statistics, and let us know if you are changing your mind about the importance of providing quick and responsive customer service on social media platforms.
The flipped version is included further down the page. Click on either image to enlarge.