The Connection – How Social Care Is Changing Customer Service

social media customer serviceThe majority of businesses in the country already understand how valuable social media is as a marketing tool. In fact, according to a recent study done by the Aberdeen Group, 86% of all companies are already using social media as part of their marketing strategy. Today however, companies are realizing that social media is more than just a marketing tool; it has become a new mode for customer service.

Yet while more businesses are using social media, only 41% of the companies surveyed use it as part of their customer service approach. Social care, or customer service done over social media networks, is an emerging strategy businesses are putting into play to provide top tier online customer service while branding with little to no cost.

Social Care Boosts Your Brand

More than ever before, customers are using social media outlets to post complaints, questions, or comments they intend on companies to read. The 2012 Nielsen’s Social Media Report showed that more than half of consumers said they prefer to use social media over the phone to reach out to businesses. Social media users also expect faster response and resolution to their concerns. So although a social media presence can boost a company brand, without proper management, a company’s brand can quickly be damaged. On the other hand, proper social care can improve your overall company brand by showing customers your commitment to customer service.

Building Customer Loyalty

Including social media as part of your company’s overall customer service approach can also help build customer loyalty. Responding positively to a customer complaint can not only help build a trust between you and that customer, but also lets your other social media followers know that you value their needs. Studies show that customers who actively receive positive online social care from a company will purchase between 20% to 40% more goods and services from that company.

Social Care as an ROI Driver

More than three-quarters of businesses that are considered “socially devoted” believe the implementation of social care services is a ROI driver. Socially devoted businesses are those companies that reply to at least 65% of comments, complaints and questions posted on social media networks. 71% of these companies found that creating a social care strategy saved their business money over the long run.

Tips for Building a Social Care Strategy

The trick now becomes finding a way companies can create a successful social care plan that builds customer loyalty and boosts sales. Here are some quick tips to consider:

  • Respond Quickly to Customer Posts. Studies show that more than half of online consumers expect a company to reply to a post in just a few hours, but no longer than 24 hours. It is vital that you consistently manage your social media sites throughout the day to build customer trust.
  • Use Multiple Social Media Outlets. Customers are not just turning to one social media outlet either. They use multiple social media networks throughout the day. It is important that you check for customer’s comments on all different sites, including Facebook, Twitter, Google Plus, and LinkedIn.
  • Hire a Social Care Worker or Hire a Service. More than 40% of business owners feel that the complexity of social care has held them back from integrating this into their standard customer service approach. Other companies delegate these services to the marketing team, instead of treating it as a customer services feature. It is important for the company to either hire a dedicated worker to handle their social care services, or use a professional services company to provide these services for them. 

Social media guru and part-time writer, Michael Gal works closely with companies to craft thoughtful writing on a variety of industry-related topics. In his spare time he writes articles on green issues for a socially conscious magazine and works on his novel in progress.

Digital-Age Customer Service: Trading Phone for Social Media

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Image courtesy of 1to1 Media.

Those seeking customer service are disregarding traditional methods and selecting new ways to get their queries answered. Increasing numbers of consumers are taking to social media in order to get brands and companies to address their concerns.

Recent surveys have found that 31% of customers would use Facebook or Twitter to raise their concerns, but only after more traditional methods have proved inconsequential. The number was higher among 16-24 year olds and it is believed the scale of others that see the complaint force companies to act more efficiently and limit knock on effects, whereas previously customers would only voice their experience of poor service with friends and family. Read more of this post

Facebook’s New Insights Make it Easy to Grow Your Reach & Engagement

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Facebook has started to roll out it’s new page insights, which are much more in-depth than the previous version. While the old version of page insights were not necessarily bad or inaccurate, the newest version offers a much more comprehensive look at the activity and engagement your page is receiving.

The new insights are broken down into four groups: Overview, Page, Posts, and People. While the overview offers you a snapshot of the last seven days on your page, the other three sections offer some deeper insight into who is liking your page, where they are coming from, what they are like, and which posts are performing the best.

Click here for BizBrag’s step-by-step guide to the new Facebook insights.

Infographic Shows Small Businesses Should Not Ignore Power of Social Media

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A new infographic by Placester shows that it is unwise for small businesses to ignore the power of social media marketing. We at BizBrag have been encouraging our friends and customers to leverage the power of social media for their small businesses for years, but it is now more important than ever.

Click here to see what else we have to say about social media for small businesses and the new infographic.

How to Use Social Media to Boost Your Site’s SEO

Hand holding a Social Media 3d SphereMost website or blog owners have one goal in mind: to get more traffic to his or her site. The Google Penguin update required many people to change their marketing tactics. This update weeded out sites from their search engine that were thought to be of low value. One of the best ways sites bounced back from the lack of traffic caused by the update was by increasing their efforts on social media.

In order to have a successful SEO and social media strategy, you must ensure your profiles and website are up to date. You must also provide fresh content on a regular basis in order to remain relevant to your audience. Here are a few tips for improving your social media marketing to improve your website’s SEO.

Use a Vanity URL Read more of this post

Making Social Media Effective for YOUR Business

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Blogging and Social Media Marketing can be powerful tools, but should every business be using them?

Many small businesses employ a technique which I refer to as ‘Social for the sake of social’;’ this term references people and businesses which use social media because they feel as though they should be, but without any real strategic direction.

This can be a drain on time and resources and may actually water down your brand and weaken your brand message. But how do we decide?

This is a question which can only really be answered by yourself, but below are a few ideas and suggestions which may help you make up your mind.

Your main competitors are doing it. Read more of this post

Throwback Thursday: Social Media Marketing Trends in 2013

throwback-thursdayBelieve it or not, 2013 is almost half-way through, so we thought now would be a good time to revisit the article, ‘Social Media Marketing Trends in 2013‘ for this week’s Throwback Thursday blog post.

Social media marketing really took off in 2012, so it was interesting to think about what strategies would be most important coming in to 2013. Check out the article and see how the predictions have held up so far in 2013.

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