Undoubtedly, social media is vitally important for all companies and customers. From the point of view of the final consumer, he can consume the desired content with greater ease and objectivity; he may even have this consumption behavior “unintentionally”.
This is because artificial intelligence can increasingly interpret behaviors, and trends and, in many cases, accurately predict what the customer will like. This makes it possible to elevate the customer experience to a level difficult to achieve with traditional TV advertisements, with their astronomical figures and information broadcast with little segmentation.
How Important Is Social Media In The Customer Experience?
“We live in a world of experiences!” There is broad access to information, content, reviews, blogs and manuals, as well as influencers and interactions in forums, channels and blogs.
All this guarantees the consumer a more conscious and informed purchase of products and services. Who has never, before buying something, considered the famous five stars of customer satisfaction or even the rating of an app in the Play Store?
Experiences today have a considerable influence, and we can find many ways to explore them. Successful companies use all customer satisfaction bands positively. The promoters bring good results in media, blogs and cases. But detractors can also be exploited by searching for feedback for continuous improvement of processes and services.
Thinking about experience, the customer wants to consume the content at the time they want and get in touch through the channel they find most convenient. In this way, brands that limit their communication channels may miss out on great opportunities. Who has never exchanged a call for a message on WhatsApp?
After all, the application stores the conversations and files sent in addition to the convenience of doing other activities. On the company side, service via social media, when carried out with appropriate tools and in a professional manner, guarantees many other essential benefits, such as better management of conversations and the possibility of serving through different channels.
Another fact is that social media can flexibly serve several functions in which traditional sales methods are ineffective. Imagine, for example, if the customer wants to get in touch at 2:34 am on a Sunday. In this case, you can count on a customer service chatbot.
How To Improve Customer Service On Social Media?
Using social media to complete the company’s service is a strategy still unknown to many managers in the country. However, you may have already realized that these features have the potential to change sales results and customer satisfaction. So it is essential to know how to improve your social media activities. Check out some tips now!
Train Your Team
The lack of organization and planning of action programs to meet customers’ needs is one of the many problems caused by the lack of training and qualification of the team of collaborators.
To avoid this, invest in qualification resources, such as mini-courses and workshops. This will help your team to work more efficiently and productively within the digital universe.
Open Multiple Channels For Contact
As we have already mentioned, the plurality of service channels is essential to increase the number of consumers and ensure the best shopping experience.
Currently, we can find several communication tools to reduce the distance between the company and the customer. Your business will constantly grow by using them to improve your brand awareness for your consumer audience.
Promote A More Humanized Service
Amid these innovations and with the digital transformation present in companies, the promotion of a more humanized service should also be adopted by managers.
In other words, it is necessary to reconcile chatbots and other automated service tools with humanized service programs to exceed customer expectations.
Direct The Conversation To The Private
In convincing and attracting customers, it is essential to emphasize that the more consumers perceive a personalized service consistent with their needs, the more they will want to consume your products and services.
One way to improve robotic service is to direct the customer to a private conversation. This allows for empathy and closeness.
Have Your Metrics
Finally, you must have your performance metrics. They allow measuring how the strategies and goals planned with the service on social media are going. These indicators will generate relevant data to guide the actions of managers and ensure the best performance in sales and customer service.
These were the main insights into why it’s worth investing in customer service on social media. It can be seen that these resources have the potential to completely transform the way your brand interacts with the consumer to enable better results for the business.