ReplyManager: What is Social Media Worth in Terms of Customer Support?
What is Social Media Worth in Terms of Customer Support?
Social media is becoming one of the most popular vehicles for customer support among online shoppers. An infographic shared by Ambassador found that 33% of consumers would rather contact a company via social media than by telephone, highlighting the opportunity for companies to utilize social media in order to build loyal customers.
So what is social media actually worth? Customers who engage with companies via social media tend to spend 20% to 40% more money. The following is a compilation of interesting statistics and tips about social media and customer service.
How many consumers rely on social media for support?
71% of online customers expect to receive assistance within 5 minutes of reaching out to a company.
USE IT! 73% of companies claim that one of the main reasons to engage in social media is for customer service.
Stay active and respond quickly to users.
For matters that require a more personal response, always use private messaging.
Last but not least, have a personal approach to all social media communication. Portray your company's personality and include a personal signature from customer service representatives when appropriate.