WE HELP YOU INTEGRATE ALL SOCIAL MEDIA ON A SINGLE PLATFORM... Isn't it cool???
We are convinced, that the success of a social media influencer and her online business is related to the way she communicates and engages with her fan base. No doubt! We have tested it!
HOW TO DO IT?
Tech, tech, and more tech… running any business today must be done with technology. In an attempt to cover our needs, we pay for numerous programs, but the trouble is, very often they don’t ‘talk’ to each other. While it may be tempting to add programs and channels piece by piece as you grow, later it becomes difficult to connect those pieces in order to provide consistent customer service.
Your followers and clients want to talk to you but responding to them is cumbersome at best —so make it easy for them. Working with BLUE UNIKORN'S support system you will be able to have natural conversations with your customers and followers, integrating any channel: Email, chat, voice, and even social messaging apps like Instagram, Facebook, Twitter, Pinterest, among others. So, what goes on in the back office’ results in seamless communication across all channels. You’ll have the flexibility to give your followers more instantaneous and personalized attention, which results in satisfied customers. A consistent, positive interaction or service experience has long-term effects on customer behavior and business outcome. This research is shown in Quantifying the Business Impact of Customer Service, a survey conducted by Dimensional Research in December of 2018.
CUSTOMER SERVICE IN THE WORLD OF SOCIAL MEDIA
Social media customer service is defined as the practice of providing consumer support through social media channels such as Instagram and Twitter to meet customers’ demands and answer questions. The proof is in the numbers. 69% of customers believe fast resolution of a problem is essential to good service, making social consumer support invaluable. We have seen social media sites evolve to become much more than simple platforms for marketing and advertising. They are now compelling channels used by customers to solicit customer service. According to the Q2 2016 Sprout Social index, 90% of surveyed customers have used social media to communicate with a brand. In fact, more than 1/3 reported they would rather communicate through social media than using more traditional ways like email and phone.
DIGITAL CUSTOMER CARE is the latest hot topic which cannot be ignored. Customer service expectations are increasing each year. Consumers not only want to engage with you, but they seek to find solutions to their concerns. Providing support on several channels can present challenges to both large and small businesses. Customers are looking for a seamless experience; can you provide this on your own?
WHAT IT TAKES TO BE A SOCIAL MEDIA ROCK STAR: BEST PRACTICES
BE WHERE YOUR CUSTOMERS ARE
One of the challenges to providing digital customer care is deciding where to focus resources and time. Customer service necessarily means you must meet your customers in the places they already spend time socializing. To gauge where your audience is, search popular sites for remarks about your brand. From there, make your way into conversations which are related to your industry. This approach breeds additional engagement and is of value to consumers. It is also a step toward building presence. The main message is do not just leave conversation about your brand to those who comment online or to a search engine’s algorithm.
LISTEN TO YOUR CUSTOMERS
You may be familiar with social media monitoring tools that automatically search for mentions of a brand name. Some scour social media sites for keywords, so you know what people are saying, but don’t forget that listening to these comments is equally important . In fact, research shows that 1 out of 3 consumers turns to social media to communicate with a business. Therefore, collecting and analyzing this sort of activity is part of the job.
This can’t be overstated; the speed of a response is critical. The key is to respond with immediacy. As a rule, in social media, if you can publicly answer a question with a short comment or tweet, you should do so. But how can you handle those posts that linger overnight? One way around this is to present a set message for each social channel which tells followers that you have seen their comment and that you’re working on a solution. Today’s customer demands simplicity without long wait times or being tied to a website’s live chat. Several studies have found that most people feel they deserve a response over social media within the same day. That’s not bad considering the Northridge Group reported that 42% of consumers expect a response to their inquiry within the hour. Among that group, 17% expect a reply in a matter of minutes. Finally, the firm Conversocial stated that 88% of customers are less likely to purchase from a company that leaves questions on social media unanswered. Stunning numbers, indeed! Do not be a part of that statistic.
OPTIMISM AND POSITIVITY WORK IN YOUR FAVOR
Consumers let us know they are unhappy so we can try to retain their business. Complaints also serve as an early warning system that helps prevent service failures by allowing us to fix small problems before they become big ones. You hold the key to dealing with negative feedback; it’s is all in your attitude and response. The customer wants to be heard as well as do what it takes to make them happy. Take the opportunity to strengthen your brand’s image, and more important, your relationship with the consumer