Which social channels do you turn to for customer support? Twitter? Facebook? Maybe even a direct message on Instagram? Over the years, social media has taken a minimalist approach to B2C support. But despite its architecture, social media remains a hot spot for customer service. In recent years, Twitter has undoubtedly become a key player; 80% of customer service requests on social media happen here, and the cost per resolution is 1/6th that of resolving through a call center. Additionally, Bain & Company found that when companies use social media to actively engage customers on service-related issues, those customers will spend 20% to 40% more on average with that company.
As other social platforms catch up to the customer service game, time is of the essence to perfect your social support strategy.
Here are 5 things to keep in mind when handling customer support on social media: Continue reading