{"id":8191,"date":"2022-04-20T06:10:49","date_gmt":"2022-04-20T06:10:49","guid":{"rendered":"https:\/\/mydukaan.io\/blog\/?p=8191"},"modified":"2022-11-21T12:47:13","modified_gmt":"2022-11-21T12:47:13","slug":"social-media-customer-service","status":"publish","type":"post","link":"https:\/\/mydukaan.io\/blog\/social-media-customer-service\/","title":{"rendered":"Tips to Ace Social Media Customer Service"},"content":{"rendered":"

If you have ever given some brand a bad review or tweeted about your bad experience as a customer, you probably don\u2019t need to be convinced about social media customer service.<\/p>\n

Well, you\u2019re not alone. We\u2019re all guilty of complaining about brands on social media and love it when they reply immediately, right?<\/p>\n

60% of internet<\/a> users say that customer service matters while making any online purchase, which means a bad customer service experience costs more to brands now than in the old days.<\/p>\n

Social media has encompassed most of the internet, even in the remotest parts of the world.<\/p>\n

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With social media marketing becoming mainstream, bringing customer service to social media platforms only seems logical.<\/p>\n

So what exactly is social media customer service and how can you do it properly? Read on to find out.<\/p>\n

What is Social Media Customer Service?<\/h2>\n

The practice of using social media tools to address customer questions or concerns is known as social media customer service.<\/p>\n

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It is extremely effective because it allows customers to contact your team through platforms that they already use. Everyone is on social media these days, becoming more active with each passing moment.<\/p>\n

These platforms have become the place where people voice their opinions and concerns, and even make jokes about everything under the sun.<\/p>\n

So naturally, brands need to pay attention to their customers on social media as well.<\/p>\n

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The end goal for customer service is to have a happy and loyal customer base. There is no specific rule or platform defined for it.<\/p>\n

Now, there are two ways you can go about it. One is to simply respond to customer queries or issues that you come across, or the ones they send to your official mail\/number.<\/p>\n

The other is to be proactive and meet your customers\u2019 needs (even before they buy your product).<\/p>\n

The first will get you satisfied customers, but if you want to make them happy and retain them, you need to practice what is called \u201ccustomer care\u201d.<\/p>\n

We\u2019ll tell you how to do exactly that, in this article. But the question arises, why do you need social media to do it?<\/p>\n

Let\u2019s see.<\/p>\n

Why use Social Media Customer Service?<\/h2>\n

We can all agree on the power of social media, right?<\/p>\n

On Facebook Messenger alone, more than 20 billion messages<\/a> are exchanged between businesses and users monthly!<\/p>\n

AND, 67%<\/a> of customers seek redressal for their complaints through Twitter, Facebook, etc. This means 1 in every 3 people!<\/p>\n

Another fun fact- customers are likely to pay up to 40%<\/a> more for products from brands that engage with them on social media, according to a study conducted by Bain & Company<\/a>.<\/p>\n

You need to know your customers\u2019 pain points to grow, and social media is a (free) treasure trove of these if you know how to use it right.<\/p>\n

So, how can you use social media to provide good customer service?<\/p>\n

How to Ace Your Social Media Customer Service Game?<\/h2>\n

Let\u2019s go over what we want to achieve with social media customer service, and then move on to some tips.<\/p>\n

So, the 2 main reasons or aim for customer service are:<\/p>\n