Why should you give importance to customer relations in social media?
Although call centers are still in the first place for customer support transactions, social channels should not be ignored. Social channels that consumers frequently use to communicate with brands are an important area for providing customer support and increasing customer satisfaction. For this reason, you should work on this issue and encourage your team to provide customer support through social media.
On social channels, consumers want to convey their problems to brands and get support through these platforms. In our previous guides, we have covered the things you need to pay attention to customer management in social media. In this guide, we will focus on the benefits of customer relations on social media.
Instant communication opportunity
When you start to provide customer support on social media, you will have the opportunity to communicate with consumers instantly. Providing quick feedback on social media is very important for consumers. When this process is managed well for brands, customer satisfaction will increase significantly. Usually the recommended time to respond is between 1 and 2 hours. Even conveying that you have received the message about the problem and stating that you are working on the problem is an act that will please your customers.
Communication can be more personal
Social channels are environments where consumers can communicate more comfortably and therefore you will have the opportunity to establish a closer, sincere and personal communication. When communicating with your followers on social media, you can communicate with them more closely by using very informal language.
Communication becomes transparent
In addition to private messages, the conversations in which the company is tagged and other users can see, make your communication transparent. This is an opportunity to show other users your brand’s communication capabilities. The fact that your relationship with your customers is seen by different users also ensures that the attention you show to your customers can be seen by everyone. This, in general, positively affects the image of your brand.
Your social views increase
Tagging your brand by users also helps to share more about your brand on social media. Tagging your account and responding to your followers through these accounts will also increase the number of shares made about you. The fact that your profile is shared too much will also increase the rate of showing your account to other users on social media.
Followers advertise by sharing these experiences
Users who communicate with brands through social media will show the posts about your brand to the people around them, as they make these posts on their own profiles. By communicating with users in this area, doing this clearly will show your communication with users to other accounts. People who are satisfied with the service they receive are more inclined to share their views on this situation on social networks.
Users who communicate with brands through social media will show the posts about your brand to the people around them, as they make these posts on their own profiles. By communicating with users in this area, doing this clearly will show your communication with users to other accounts. People who are satisfied with the service they receive are more inclined to share their views on this situation on social networks….