Social media customer care doesn’t sound like something worth an entire article…
After all, social media has been with us for a while. We know that customer care is important, we have business pages on multiple platforms, we reply to messages and direct tweets, solve tickets, and gradually forget how to use a phone. What else is there to do?
Unfortunately, it turns out that most of us don’t do even that. Social media customer care suffers from a sheer lack of attention. Research shows that brands reply to only 11% of customers. And that’s while we know that customers expect brands to provide urgent and helpful customer support on every platform including social media.
As well, I’m here to prove that social media customer care is a mixture of art and science, as all best things are. It’s there to not just tune down dissatisfaction of a single customer for whatever went wrong, it’s a marketing channel that can attract new clients and make the existing ones come back again and again and, possibly, again.
To get an idea of how to achieve that, let’s turn to brands whose social media customer service is on the absolute top, and look at specific examples that I find… Read More