“Customer is King”
This is one of the lines we used to see written in most shops in the early 2000s! While platforms have changed from brick and mortar to digital, the sentiment has remained the same.
The success of any business lies in its customer base. Any business that has realized the importance of customers will try hard to retain existing customers while trying to reach more people.
A strong customer base can dictate whether or not a business will grow. Even if new customers are not added, the recurring customers themselves have the power to help a business thrive. When we say that customers can make or break a business, it is important to remember that while they may or may not share a satisfying experience, they will definitely share a bad experience with their community.
This is why customer service, especially in this digital era, is crucial.
Why is customer service important in Social Media?
Just as businesses are active on social media, so are the customers. Either they see an ad or they organically come across businesses offering what they are looking for. This sounds pretty straightforward, right? Not at all! The biggest part is after the customer finds the business and make a purchase.
Customer delight is the main focus here. Offering a smooth sailing experience is imperative for any business. Even a slight inconvenience or quality inconsistency can harm this experience. This is where effective and efficient customer service comes into play.
How Significant is Social Media Marketing?
Social media is not just a platform to share photographs, videos, and posts, but it also has a productive side, which is astonishing. Surprisingly, enormous advantages and benefits are waiting for new entrants into the business world via social media marketing.
Compared to any other platforms social media serves as an effective source to build and retain a good customer base. A process to provide customer service is also vital. The success of a business lies in how well the customers are treated even after they have made the purchase.
Retaining Customers with the help of Social Media Customer service:
1.Quick and accessible support: The ideal experience is to have issues addressed quickly and easily for the products purchased. Social media plays a significant role in providing the best customer service. Customers can reach out to the brand and it can immediately be addressed without making them wait.
2.Social Listening: It is crucial to keep a track of the number of mentions a brand has received. While the customer may not tag the account, tracking with the name can help a brand get to the customer quickly to solve grievances and address any issue.
3.Quick feedback: A brand can instantly know whether a customer is satisfied or dissatisfied with their service through social media. While it is important to address issues, it is imperative to acknowledge the positivity too!
4.Build a reputation: By encouraging customers to leave feedback of any kind, a brand can build its reputation online in an effective way. While it is normal for a new business to go through ups and downs, as time passes, positive reviews will surpass the negative ones! This helps build credibility for new customers looking to explore.
Undoubtedly, social media in customer service serves as an effective tool to retain the existing customer base and build a reputation to attract more customers. With the increase in the number of customers, the business flourishes.
