It comes without a degree of uncertainty that social media has not just influenced our surfing habits, it has also changed our communication behaviors, especially the way customers and companies would initiate dialoguing online.
It has completely changed our communication patterns on a personal level, giving customers the liberty to build a direct contact with the company on social media platforms other than using third-party platforms to lodge their complaints which is quick and simple.
As the digital world seeps in, there's a behavioral shift in the way customers connect with their favorite brands. In fact, every social media platform offers a well-structured, and easy to use live chat support that creates a bridge of communication between customers and themselves, which today, is largely influencing the customer support capacity.
Is Social Media The Thriving Future Of Customer Support?
Social media is leaving no stones unturned when it comes to the power it has amassed in the 10 years. 45% of the world's population is using some kind of social media platform and a total of 215 million active users share, interact, drop reviews, and contact their desired companies from therein.
Further, 80% of the customers prefer using social media for a last-minute customer support, ironing out the need to reach out to companies from a third-party platform. It has taken down the wall of hesitation between prospects and the enterprises, making it easier to develop contact.
Within 2 years, a total number of users clinging up to social media has doubled and it's a great chance for brands to understand how integral it has become to create a courteous brand persona by delivering top-notch customer support to your prospects.
5 Reasons How Social Media Has Changed Customer Support In 2024:
1) Increased Customer Accessibility:
Social media has harbored customer accessibility when it comes to customer support. Today - online users have been social media right from their fingertips and brands have understood the importance of creating an omni-channel style support for customers.
Be it Facebook, Instagram, or X, customers can directly get in touch with their brands for customer service and they get timely responses. Although, the customer touchpoints have increased, and so is their accessibility towards receiving customer support from the brands of their choice.
2) Boost Your Brand Credibility:
As a company, boosting your brand credibility is second to none and doing it on the most populated platforms online is a treat to watch for business owners.
After the advent of social media, the company grading system also changed and based on social media customer service excellence, customers can now enjoy the liberty of reviewing, grading, and praising brands online.
The public interaction is out in the open and companies can use this resource to infuse loyalty and trust into their old customers and new prospects.
3) Influencer Social Media Marketing:
Influencer marketing has become the nexus of reshaping customer service in the realm of social media. Companies have learned that with the top-trending influencers at their hand, they can reform their brand image and perception, revolutionizing the way customers look at your company.
It has become a business practice for companies to hire paid influencers and alter their brand perception with their strong social media presence, thereby, making customers fall in love with their brand again.
4) Immediate Brand Responses:
Right after the advent of e-commerce, and the hustle bustle from the customers, it has been noted that every buyer online needs an immediate and swift response.
At some point, using live chat to get it done is doable but social media has also reshaped this customer service metric in a whole new way. Today, companies carry a response time on their profile which they're ought to maintain while interacting with customers on social media.
It says "typically replies in "specific minutes". This also give customers the uplift in confidence to contact the brand in an hour of need, leveraging on their fast response time. With social media buzz in the air, it has become twice as easy to be responded on time as brands have their dedicated agents working 24/7 on the platform and they don't miss a query.
5) Building Brand Personality For People:
Building a brand personality by posting relevant content with a pinch of humor, tone of voice, and brand positioning has become important in the time of social media customer support.
This fosters real connection with the audience, making them understand the authenticity of your products and services. Interacting with customers on social media also speaks volumes about the brand DNA you have.
MAIN TAKEAWAY:
In conclusion, social media is not just a platform for sharing photos and updates; it has become the next big thing for customer support. Brands that embrace social media as a customer support channel are setting themselves up for success in the digital age.
By providing instantaneous responses, increasing reach, showcasing transparency, and offering personalized experiences, brands can enhance customer satisfaction and loyalty in ways never seen before.