It can be defined as a pyramid: one based on a foundation of organization and skills. How to have good customer service on social media: 13 essential tipsĭelivering great social media customer service is a layered approach. 77% of people agree that good customer service is vital to earning their brand loyaltyĪre all these numbers making your head spin? Here’s the TLDR of it all: marketers are leaning into social customer service hard in 2023:.40% of consumers say having multiple options for communicating is the most important customer service feature for a business.59% of consumers are willing to pay a premium in order to receive ‘outstanding’ customer service.47% of consumers have increased their usage of digital communication tools this past year.80% of customers wish that companies responded more quickly to customer service problems.40% of consumers expect a response within an hour when they reach out to a brand on social media 79% expect to hear within 24 hours.Consumers spend 20-40% more with companies that are responsive to questions and complaints on social media.50% of consumers say that a timely response to their customer-service questions influences their decision to make a purchase.Live Chat is the preferred digital communication tool for 43% of customers.Messaging channels reduce the cost of customer interaction by 60%.53% of respondents in a Facebook IQ survey reported that they’re more likely to buy from a company that offers customer service via chat (such as WhatsApp).40% of consumers expect brands to problem-solve in the channels of their choice (e.g., Instagram Messenger).49% of organizations make social customer service the responsibility of the marketing team.Social media messaging grew 110% over the pandemic as the preferred method of customer service communication.People and businesses exchange 20 billion messages (!) a month on Facebook Messenger alone.Why should you incorporate social media customer service solutions into your business plan? It’s simple: People want brands to offer social media customer support. Bonus: Get a free, easy-to-use Customer Service Report Template that helps you track and calculate your monthly customer service efforts all in one place.
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