Who is responsible for handling your social media? One dedicated person? Someone who maybe looks at it once in a while? Or better yet, you have a content team and it is responsible for it.
In today’s rapidly moving social world, engaging with social media has come down to likes and re-tweets on various posts and how many screenshots are taking of what we post. However, a trend is emerging where social media is re-emerging as a community platform and a centralized place to build real relationships – a spot where engagement is defined by how many are talking to your brand and about your brand on social media, and also, more specifically, where help is being asked for and given. INCLUDING CUSTOMER SERVICE IN YOUR SOCIAL MEDIA STRATEGY IS THE BEST AND PREFERRED WAY TO BUILD AND MAINTAIN RELATIONSHIPS AND EVANGELIZE BRAND ADVOCACY.
By most recent statistics, one in three people now prefer customer services via social media channels when compared to traditional avenues like telephone and email, and research has shown that responding to customer complaints or concerns increases advocacy significantly.
Give your audience a place in social media where together you can communicate and where your customers can ask questions and ask for assistance, and you have an infinitely better chance to retain those customers through thick and thin!