Social Media And Customer Experience4 min read
In the current era, CX
Customers now want a unified and consistent experience across all touchpoints, not just promotional emails, and this is true for both online and offline interactions.
Today, a growing number of businesses understand they can benefit from improving their CX. Forrester found in its research “The US Customer Experience” that “27% of brands improved their customer experiences in the last year” by creating more encounters that “emotionally resonate” with customers.
Improve your social CX with these 8 tactics
Provide the most popular forms of electronic contact with your clientele
You’ve put up an impressive Instagram account for your clothes line, but you have no presence on Facebook. Many people think Facebook is outdated, but the stats show otherwise.
With over 2.6 billion monthly users, Facebook is by far the most popular social networking site across the globe.
There’s also the possibility, depending on the medium you use, that your brand is communicating with the incorrect people. eMarketer has found the following.
The takeaway here is that it may make all the difference to analyse how your business performs across different social media platforms, determine which channels your consumers prefer, and learn how to communicate with them across those preferred channels.
Customers despise waiting in any form, whether it’s on hold, for an email response, or for the delivery of a product. Humans now have the shortest attention spans in recorded history at only 8 seconds, so companies need to be quick on their feet and confident in their responses if they want to keep customers engaged.
Set up automated answers
When the same questions keep being asked of your company, an automated answer is a great time saver. However, auto-replies may be used for both good and evil when dealing with client complaints.
Take part in personalised omnichannel messaging via a single mailbox.
To consolidate your interactions with customers, you need a single perspective. Live chat, social network messaging, private notes, audio/video calls, cobrowsing, and other forms of communication may all be consolidated in this manner, allowing you to better serve your customers.
In a nutshell, establishing channel-wide uniformity requires centralising all client contacts. Because of this, consumer satisfaction will rise and brand loyalty will increase.
Bring in chatbots to speedily answer frequently asked questions
A person who is “always-on” does not like to wait, as was previously indicated. Here come the chatbots. You may communicate with website visitors, qualify prospects, and give real-time assistance to consumers all with the help of chatbot software, which helps you to create a seamless CX experience. Chatbots have the advantage of being available around the clock and being able to respond immediately to user questions.
Make sure every division knows how important social media is.
The social can be viewed as a “public record.” This essential insight should be known by everyone in your organisation. The @AskAmex and @AmericanExpress Twitter accounts are two examples of how your organisation and teams can’t work in silos and effectively respond to client inquiries.
Make the most of social media as a do-over opportunity
Dealing with irate clients is no walk in the park. Consider British Airways as an illustration:
In such a precarious position, companies would do well to be forthright and apologise for the error, provide further support, or even just provide a discount as a gesture of goodwill. Consider Starbucks, an industry leader in social media customer service, for ideas. The company reportedly shut down more than a thousand locations in 2008 as sales decreased by 30 percent.
Keep your brand’s voice and messaging consistent and powerful.
This may seem like a basic piece of advice, but brands often make beginner mistakes in the midst of the day-to-day grind.
Keep in mind that a brand’s voice includes not just words but also tone, substance, style, images, and so on. A person’s hard-earned reputation may be thrown into disarray with only one slip-up. Let’s compare it to several brands that have nailed it with their particular brand’s voice and tone.
Encourage participation on social media to foster meaningful dialogue.
Marketing user-created content across all channels may significantly increase social interaction. This benefits both the brand and the client since the brand may market its products in a more genuine way. To everyone’s benefit.
The primary benefit of user-generated content is that it can be used by companies in a variety of ways to promote their products and services.
Pay attention, evaluate, and enhance
To recap, businesses should rethink their CX approach in light of the insights they’ve gleaned through social listening. Why? Because information allows for more individualised, contextualised service to customers. It shows that you care about what they have to say and makes them feel valued and heard. Here’s how SiteGround plans to use customer reviews to improve its already excellent customer experience.