Why Quick Response Time, Personalization, and Problem Resolution Matter In Providing Quality Social Media Customer Care


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Social media customer care is one of the most important things companies should take note of because it has a huge impact on how they run their businesses. Many marketers are saying that by 2020, customer experience will be the number one determining factor as to why consumers buy goods and services.

In relation to social media customer care and management, Bain & Company conducted a study that gave researchers answers regarding social media management. It stated that more than 30 percent of customers are more likely to buy from companies that reply using social media.

Social media management helping improve customer care

There are many factors as to how a business’ social media account satisfy their customers or give the best customer experience they can. Three of those factors are: quick response time, personalization, and problem resolution.

According to JD Power, 67 percent of consumers go online to reach out and ask something or compliment a business or a brand. If customers are looking for an answer on social media, it will be the best for both brand and consumer if it is answered as quick as possible.

Quick response time as an important factor

In a recent study conducted by Groove HQ, they found out that 71 percent of customers who encounters great response time are recommending that specific brand to other people. It is so much different compared to people who do not get response (19 percent) and still shares the brand to other people.

On the other hand, 43 percent of customers said it is very important to get direct response after taking their time and visiting the page of that specific brand, while 31 percent are expecting customer service through different social media pages. Moreover, Twitter is one of the most used social media for people who have complaints regarding a product or service. In fact, more than 80 percent of people would like to hear some answer for the complaint they tweeted.

Personalization as an advantage for better customer service

It is a fact that personalization in customer service plays a big part now. It is the second thing that customers factor when buying services and goods from a company or a brand. But for some people, like the 66 percent of consumers Kapow surveyed, it is already the biggest factor when it comes to spending. Kapow also stated that there is 60 percent more revenue when companies take personalized customer service more seriously.

With the use of social media customer service, it would be easier for companies to personalize their customer service. With all of the factors pointing at personalization as a very important factor of great customer service, you shouldn’t think twice when incorporating it into your business.

Importance of problem resolution regarding social media customer care

Problem resolution is very important when it comes to customer service.

Social media customer care has made problem resolution a lot easier. However, with the entire customer and their complaints, it might be overwhelming for some customer service agents. They need patience and the knowledge to solve the issues that the customers are throwing at them.

If these issues are solved, it would greatly benefit the brand and company. It is more true if the customer is a long-time one as research said 80 percent of revenue comes from the existing customers rather than new ones. Moreover, customers will tell other people of their bad experience from a company more than the good experience.

Fred Chua
I am a Philippine-certified Electronics and Communications Engineer who serves as the CEO of Magellan Solutions Outsourcing Inc. Magellan Solutions is one of the top call centers/BPO companies in the world that can deliver high-performing operations to businesses of any type and any size.


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