We touched on customer service in one of our blogs a while back, and we would like to use this opportunity to share a new emerging form of customer service with you.
The number of social media users is continuously increasing and at the same rate, their behavior is changing. In fact, according to Nielson, the Facebook messenger app was the fastest growing app in 2015. The behavioral change can be seen in that people now utilize Facebook messenger rather than ordinary text messages to chat with their friends and family. Additionally, more often customers would now rather reach out to companies on social media platforms than contacting the traditional customer service department. As a matter of fact, 67% of consumers have utilized a company’s social media presence to solicit a customer service response. Social Media has now become a fully recognized customer service tool for various businesses such as Starbucks, Nike, and Wal-Mart.
Facebook reacted to these trends and has undertaken several update to turn this platform into a full service customer hub. Among these changes are the “call to action” button that allows customers an easy way to get in touch and make updates on the direct messaging system. Now companies can track response rates and can even earn a badge based on how quickly that company responds to customer inquiries.
Many large corporations now have staff available 24/7 to ensure immediate response to customer inquiries on social media. This is especially important when operating globally, taking different time zones into consideration. However, Facebook as a customer service tool is not only important for multinationals, but also for small and medium sized companies.
To use this new tool successfully, follow some simple guidelines to ensure satisfied customers. First, make this platform a place where customers are encouraged to engage and feel comfortable reaching out to you. Often companies post questions or utilize online competitions to engage the customer. Make your customer feel like a part of your “family”. Secondly, companies need to ensure quick replies. Especially when utilizing social media, customers expect a fast reply. This not only applies to customer complaints, but also to positive statements made by satisfied customers. This leads me to the last point: let your customer know you value their opinion. Regardless of the nature of the comment, always reply in a friendly and professional manner and try to solve your customers’ issues in a timely manner. The way you interact with your customers can truly affect your business, because customer experience will ultimately increase or decrease your sales.