There’s no doubt that social media has (and is still) changing the way consumers interact with brands.
From a customer service perspective it has never been more important for brands to recognise this and put strategies in place to ensure they are quickly and accurately responding to customer requests. According to a recent survey from NM Incite, nearly half of social media users have sought customer service via social channels, with 71% of those who did so (and had a positive experience) stating they would recommend the brand or company publicly, compared with just 19% of those who got no response.
It’s clear that people engaging with social media channels expect a quick response from the company they are engaging with. It’s clear too that if they are happy with the response that they will endorse the organisation to their networks. There’s a lot of potential reward in having a good social media strategy in place – if you would like more info on how we can help you do this we’d love to chat to you!