Post by account_disabled on Jan 9, 2024 20:36:49 GMT -8
These two sectors will have to work together We often think of social media as a marketing tool for a very obvious reason: social media is fertile ground for a brand to connect with its audience, listen to opinions, share creative content, start conversations and generate a sense of community with Your clients. Sharon Embry Ene 20, 22 | 7 min read how to combine social networks and customer success to increase the credibility of your brand In other words, social media campaigns are great additives to any company's marketing strategy. We also know that this is just one of the many benefits that these apps can bring to a brand. In this series of articles from Rock Content in partnership with Hootsuite, we saw that social media can directly help the sales team as a way to promote a buying experience, since its KPIs can be transmitted to other departments of the company. These channels are important touchpoints for talking to customers.
So how does this influence a brand's customer service and customer success? According to Hootsuite's Social Trends 2022 , 59% of respondents agree that customer service using social channels increased the Thailand Phone Number List value of companies in the last 12 months. Companies are beginning to view social media as a customer service channel, because people look to these channels to communicate with them. Whether searching for information, purchasing or solving problems, they expect a response as fast, complete and useful as any other official brand communication channel. Data has shown that 64% of people prefer to message rather than call a business . According to Gartner, 60% of all customer service requests will be handled through digital channels by 2023 .
That a company offers excellent customer service and has a well-performing Customer Success department is vital for business. Digital presence, quick problem resolution, and accessibility to product information are key to keeping customers happy and building trust. The customer wants problems to be resolved quickly and easily. Classic situation: you have a problem with your internet and you call your service provider. You enter your account information and spend many minutes — sometimes hours — waiting for the assistant to speak with you. Finally someone answers you.