Monday, August 19, 2013

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 16-64 year olds use the Internet to find solutions to product inquiries 
  • Over half of all social users actively engage with brands several times per month (9% of social users engage with brands daily) 
  • 47% of consumers have used social media for customer support in the past 

Social Media User Expectations 

  • 71% of online customers expect to receive assistance within 5 minutes of reaching out to a company. 
  • Over 50% of Facebook users expect a response within a day or less 
  • 42% of Twitter users expect a response within an hour 
  • 70% of users assisted via social media return as customers in the future

What does this mean for my business? 

USE IT! 73% of companies claim that one of the main reasons to engage in social media is for customer service. 

How to best utilize social media
  • Outline communication guidelines for user-generated content
  • Enable users to post comments
  • Include hours of operation (including after-hour support) on your profile
  • Provide links to your company website and other communication channels
  • 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.

by Samantha Warner
Marketing Extraordinaire