Social media is too big, and too important, to leave to chance. It is a critical channel for building brand awareness, generating leads and staying connected with customers. In 2016, 78% of Americans had a social media profile, and people increasingly use social channels to interact with brands. They also use social media to ask for recommendations, praise the products and services they love, and complain about bad customer experiences.
Your customers want you to respond to them when they reach out to you. They want a fast response, and an accurate one. They also want to see your brand’s personality through your social media presence.
Combining social media management and social media engagement is the only way to stay aware of what is being said about your brand and fulfill your customers’ social expectations. It ensures your business is offering a state-of-the-art customer experience. And, perhaps most importantly, it reduces the overall cost of serving your customers.
Social media is rapidly becoming a resource for customer care. Gone are the days when customers would wait in a long line with the hope of resolution or were willing to stay on hold for extended periods of time until they could be helped. On social media, they know that the world is watching. Customers know that brands are likely to quickly resolve their issues if they publicly ask for assistance. For many businesses, this can pose issues since they most likely rely on a 9-5 marketing team to run their social media management initiatives.