Social networks and Customer Success: in 2022, these two sectors must work togetherWe often think of social media as a marketing tool for a very obvious reason: social media is fertile ground for a brand to connect with its audience, listen to feedback, share creative content, start conversations, and build a sense of community with Your clients.Sharon EmbryJan 20 | 7 min readhow to combine social networks and customer success to increase the credibility of your brand In other words, social media campaigns are great additions to any company's marketing strategy. We also know that this is just one more of the many benefits that these apps can bring to a brand.In this series of articles from Rock Content in partnership with Hootsuite, we saw that social media can directly help the sales team as a way to promote a shopping experience, as their KPIs can be passed on to other departments in the company.
These channels are important touch points for talking to customers. So how does this impact a brand's customer service and customer success?According to Hootsuite's Social Trends 2022 , 59% of respondents agree that customer service using social channels increased business value in the last 12 months.Companies are starting to see social country email list media as a customer service channel, because people look to these channels to communicate with them.Whether looking for information, buying or solving problems, they expect a response as fast, complete and useful as any other official communication channel of the brand.Data has shown that 64% of people would rather send messages than call a business . According to Gartner, 60% of all customer support requests will.
Digital channels by 2023 .For a company to offer excellent customer service and have a well-performing Customer Success department is vital to business.Digital presence, quick problem resolution, and accessibility to product information are key to keeping customers happy and building trust.The customer wants problems to be resolved country email list easily and quicklyClassic situation: you have a problem with your internet and you call your service provider. You enter your account information and spend many minutes — sometimes hours — waiting for the assistant to speak to you.Finally someone answers you. You explain your problem. This person asks you to go through several basic troubleshooting steps — which you've already tried — and, without letting you speak, he transfers you.You wait a little longer. You talk to another assistant. You have to explain again what your problem is. And then this person — who most of the time can't help you either — needs to transfer you to another level of support or supervisor. And so several times.
These channels are important touch points for talking to customers. So how does this impact a brand's customer service and customer success?According to Hootsuite's Social Trends 2022 , 59% of respondents agree that customer service using social channels increased business value in the last 12 months.Companies are starting to see social country email list media as a customer service channel, because people look to these channels to communicate with them.Whether looking for information, buying or solving problems, they expect a response as fast, complete and useful as any other official communication channel of the brand.Data has shown that 64% of people would rather send messages than call a business . According to Gartner, 60% of all customer support requests will.
Digital channels by 2023 .For a company to offer excellent customer service and have a well-performing Customer Success department is vital to business.Digital presence, quick problem resolution, and accessibility to product information are key to keeping customers happy and building trust.The customer wants problems to be resolved country email list easily and quicklyClassic situation: you have a problem with your internet and you call your service provider. You enter your account information and spend many minutes — sometimes hours — waiting for the assistant to speak to you.Finally someone answers you. You explain your problem. This person asks you to go through several basic troubleshooting steps — which you've already tried — and, without letting you speak, he transfers you.You wait a little longer. You talk to another assistant. You have to explain again what your problem is. And then this person — who most of the time can't help you either — needs to transfer you to another level of support or supervisor. And so several times.