Do you have a business and want to offer perfect customer care service on social media?
In this case, there are some best practices that you can use on the community management of your web sites, so that your users are satisfied with the answers offered to questions and doubts pre, during or post purchase.
Consider that today there are 5.04 billion active profiles on social media (source: Digital Report 2024 ) and it is precisely on these platforms that different brands must improve the customer experience.
According to Medallia’s report “ How Experience Signals Can Drive Your Business Forward ,” in fact, “66% of consumers expect feedback and suggestions to be provided through the communication channel they are using at that precise moment,” while “70% of customers say they expect immediate responses .”
Not only that. There is a percentage of users – equal to 61% – who believe that “brands should know their needs and preferences , also thanks to their purchase history”.
Of course, to do this, a business must necessarily resort to tricks such as AI and integrate social media and websites with chatbots and virtual assistants. But before understanding the most effective solutions for social customer care, let’s see what it is.
Asking companies questions on social media and venting their discontent online is a common habit among users.
It’s easier, more immediate and self employed database definitely more impactful to ask a question in front of everyone’s eyes. But what is social customer care and why is it so important?
We could define it as a sort of “ customer service ” provided exclusively on social media where the brand is present.
From here, therefore, the management of requests and questions from users passes, but also the resolution of comments and reviews.
But why is it so important? As we have anticipated, users are particularly active on social media. Consider that:
- On Instagram, over 150 million people a month message businesses using Instagram Direct .
- 64% of users would rather send social messages to companies than wait on the phone.
- 76 % of people who write to a arjun gupta co founder company do so for support or assistance requests.
- According to Meta, people who send a direct message to a business do so because they feel more connected to the brand .
- For 71% of users, the responses provided by companies to social messages increase customer loyalty .
All good reasons why you shouldn’t underestimate this service, right?
Fewer emails and fewer call centers: today customer service is also and above all done on social media.
And it is precisely to satisfy this growing europe email trend that specialized professionals are being developed to respond quickly to people interested in a specific product or service (and not only).
Response time , competence but above all tone of voice and patience , become key elements in the management of a company page.
