A past customer of mine, Vocalcom, posted a great article that states the importance of social media platforms in a company’s overall customer service offering.
The article’s various research findings make the inclusion of a clear social media strategy in your customer service plan essential…
“An Aberdeen Group report found that companies that respond to and engage with customers over social media may expect those customers to spend 20 to 40 percent more with that brand, while the same report found that 71% of consumers who have positive social customer service experiences are likely to recommend that brand to others. These statistics ring especially true for the millennial generation: According to a Desk.com study, four in five millennials would use social media over another channel, while Forbes reported that 62% of millennials surveyed wished to engage with companies on social media. Are brands following this demand? Deloitte reported that only 33% of companies surveyed offer social media channels, while a Forrester report cited that 58% of customer service teams consider social media management their top challenge.”
Based on these findings, companies can take advantage of this consumer service demand by building more engaged/robust customer service capabilities. This, in turn, will drive deeper engagement, referrals and subsequent business growth (and profitability).
Please feel free to review this full article in full.