Social Customer Service is now fully established as a consumer requirement; millions of people are taking service issues to social channels as their preferred communication route. These questions and complaints are public, and the only real option available for businesses is how, not if, they will respond.
Social media marketing is no longer seen as a one-way communication tool to blast out offers and promotions. But despite this many businesses still fail to understand just how critical a Social Customer Service program has become. With a third of social media users preferring to reach out to brands over social for their customer service needs, why are only 29% of retailers using social media to engage with shoppers?
Listening is no longer an end, but rather a means to evaluating where you need to engage – your brand reputation depends on it. If you find yourself justifying the cause for good social care, the best arguments come from your customers. Check out our latest infographic, which shows several leading studies into social media behaviours, to truly understand why you can no longer ignore your customers online.
Be sure to download the 2nd edition of our Definitive Guide to Social Customer Service for more insights into consumer demand for better service. And we always love to hear your feedback - tweet us @conversocial
Have you noticed the growing demand for customer service on social media? What is your business doing to keep up with this demand? Let us know in the comments below.