Social media has revolutionized the way businesses connect with their customers, providing new opportunities for customer service. A study by PwC found that a significant portion of millennials, 69%, have contacted a brand on social media for customer service. This makes it crucial for businesses to have a presence on social media and be able to respond to customer inquiries and complaints in a timely manner.
Additionally, another survey conducted by Sprout Social suggests that 71% of consumers are more likely to make a purchase from a business they can message directly, this highlights the potential of direct messaging tools such as Messenger, WhatsApp and WeChat to provide an efficient and personalized customer service experience.
Chatbots and social media customer service both have their own unique advantages. Chatbots can handle simple and routine tasks, such as answering frequently asked questions, 24/7, which can save businesses time and resources while providing fast and efficient customer service. On the other hand, social media customer service allows businesses to connect with customers on a more personal level, gain insights into customer sentiment through comments and reviews, and build a community of loyal customers.
For more complex or high-priority issues, businesses should have a system in place to route customer service inquiries to the appropriate team member, whether it's a chatbot or a human representative.
AI-powered customer service software can also be beneficial for businesses looking to implement a social media customer service strategy at scale. A study by Zendesk suggests that AI-powered customer service software can improve response time by as much as 30%, helping businesses respond to customer inquiries more efficiently and focus on more complex and high-priority customer service issues.
At BaseMonkeys, we can assist your business to develop and implement a comprehensive social media customer service strategy that leverages the latest technologies and best practices. Our team of experts can work with you to create and manage social media accounts, design and implement chatbot and AI-powered customer service software, and train your team on the most effective customer service strategies. Contact us today to learn more about how we can help your business provide outstanding customer service on social media.
