Today’s customers are extremely active online, especially on social media platforms. They expect a prompt response from brands regarding their various queries. Businesses upon recognizing this changing trend are changing their customer engagement strategy to ensure social media becomes a big part of it. There are special teams that are set up by companies that handle all communication between the brand and its customers on various popular social media websites.
Why is Social Media So Important In Customer Engagement?
Social media has been embodied in every aspect our lives. From personal moments being shared on Facebook to professional connections being made on LinkedIn, social media is in every part of our daily lives. Here are some of the reasons why social media is so crucial for customer service and engagement –
It Lets Customers Share Their Opinions
Whether positive or negative, customers usually share their experience with a company online. Social media is one of the most important platforms where your customers air out their grievances. That is why every reputed brand is expected to have their pages on all popular social media sites. Customers can leave their issues in the comment section of the page and the brand is expected to respond within 30 minutes ideally.
The opinions shared by customers can also help you get feedback from your customers about improving your products or services. This feedback can be implemented to improve customer experience and make your customers feel like their opinions matter.
Lets You Capitalize On Your Followers
Social media is an important tool for promoting your company or brand. When you have a substantial number of followers, you can make the most of them by posting various deals and offers on your pages. This increases the reach of your promotional message free of cost. If any of your followers share your post, it can help in getting even more followers.
Opportunity To Stand Out
Social media gives brands the chance to stand out from their competitors. This can be done by creating a unique identity for your brand on social media. Create engaging posts and content that is completely original and links well with the message your company is trying to communicate. Attractive posts are a good way of engaging customers with your brand and gaining new social media followers. Developing a unique social media identity is a strategy that has worked for several brands.
Linking Social Media with Call Center Services
Now that you know that social media plays a key role in customer engagement, let us see how it actually links with call center or BPO services in India. A majority of companies outsource their customer service function to third-party call centers in India. Since social media is now a big part of customer service, social media engagement service is also being outsourced to them.
Companies are looking to partner with multi-channel support providers like Octopus Tech to cater to their customers on every channel possible including social media.