Social media has become integral to modern communication and drastically changed how businesses interact with customers. With the rise of social media, consumers now have more ways than ever to connect with companies and get their questions answered. One of the most popular ways for consumers to communicate with businesses is through direct messages (DM’s) on social media platforms which have led to an increase in companies using social media as a customer service tool.
One of the reasons for this trend is that many social media platforms are expanding their e-commerce capabilities. Instagram, for example, now has a feature that allows businesses to set up an online store and sell products directly through the app. As a result, providing customer service on these platforms will become even more critical.
Another reason for the rise in social media customer service is that consumers are increasingly looking to communicate with brands via DM’s. According to HubSpot’s 2022 Consumer Trends Survey, 20% of Gen Z-ers and nearly 25% of Millennials have contacted a brand on social media for customer service in the past three months. This indicates a growing demand for this type of customer service, and businesses that can provide it will have an advantage over those that do not.
With the rise of social media as a customer service tool, it’s more important than ever to have someone monitoring your business’ social media inbox or messages. This will ensure that you can respond quickly to customer inquiries and provide timely support. It’s also essential to have a well-trained social media customer service team in place, as they can handle the unique challenges of providing customer support on social media platforms.
More and more businesses realize the potential of social media platforms like Instagram and Facebook as a way to provide customer support. According to recent data, more than a quarter of marketers are already using direct messages (DM’s) to offer customer support, and 15% of marketers plan to try it for the first time in 2023. As a result, it’s more important than ever to have a team in place to monitor your social media messages.
For several reasons, having a team in place to monitor your social media messages is crucial. First and foremost, it allows you to respond quickly to customer inquiries and provide timely support, which can go a long way in building customer trust and loyalty. When customers reach out to you through social media and receive a prompt response, they are more likely to be satisfied with the service they receive and return to your business in the future.
Another important reason to have a team in place to monitor your social media messages is to maintain a positive reputation. The online world is a fast-paced environment where information spreads quickly, and it’s essential to be aware of what’s being said about your brand. Having a team to monitor your social media messages allows you to promptly address any negative comments or complaints, which can help prevent them from spiralling out of control.
Additionally, having a team monitor your social media messages allows you to gather valuable insights about your customers. By paying attention to customers’ questions and concerns through social media, you can better understand their needs and tailor your products and services accordingly. This can help you stay ahead of the competition and be relevant in today’s fast-paced digital landscape.
If you find yourself losing the battle of staying on top of your social media messages, we can not only help get more inquiries to your business but replying to the messages. Our team also keeps track of what types of messages are coming in from your audience and builds a relationship with them, gaining valuable insights into who your shoppers truly are.