Nowadays, social media customer support service is becoming vital for businesses. In 2023, almost 4.89 billion people, which equals half the global population, were using social media for entertainment, business purposes, online shopping, and more. That’s why almost every brand is using social media for customer support service, promotion, and to increase engagement.
You can deliver excellent social media customer support service by using the right and useful tools. Fortunately, we have come up with 4 useful tools for social media customer support service that will help to grow your business.
Why is the use of social media for customer support service high in demand?
In this digital world, almost every person uses social media, so it is becoming a popular communication channel for customer support services. 80% of customers prefer social media networks to connect with brands for their issues, experience, feedback, etc.
Social media customer support service has many benefits for your business such as:
- Enhanced customer relations
- Increased brand advocacy
- Increased revenue
- Reduced costs
- Positive public image
Social Media Customer Support Service Useful Tools:
There is no doubt that social media is essential for a brand’s customer support service. To enhance the activity of social media you must use the latest tools, technologies, and messaging channels. Here we are going to explore 4 useful social media tools.
1. Live chat:
Live chat is an important tool for social media customer support service. Through this channel, your customers can contact your brand easily and your customer support agents can also efficiently and quickly resolve customers’ issues and concerns. 75% of customers prefer using live chat over other digital channels.
With Emenac Call Center Services, you can join our live chat solution for social media platforms and messaging channels such as:
- SMS/MMS
- Google Business Messages
The main challenge that agents face is switching between different social media platforms and apps, but live chat rectifies social media customer support service issues.
2. Video chat:
Another important tool for social media customer support service is video chat. It is more significant than live chat, as live chat is not always apt to resolve complex problems. Video chat fulfills the need for something more than a text-based interaction and provides a face-to-face interaction with your customers.
Call center agents can switch to video chat at any point of live chat if they feel the need to resolve an issue by interacting with consumers face-to-face. It ensures that your customers effortlessly contact your brand through their favorite social media platforms for their queries.
3. Chatbots:
Live chat and video chat are great social media customer support service tools but they require a human agent all the time. Sometimes it is not possible for agents to deal with, as all advisors might be busy, or sometimes customers need assistance after working hours. There comes virtual assistance that resolves this issue.
Chatbots for social media customer support service are available all the time for your customers to answer their issues quickly. They are useful to deal with common queries or issues. In fact, stats show that chatbots can resolve FAQs around 69% of the time and spare agents’ time to deal with the customers’ queries that need agents the most.
By using chatbots, you can improve your social media customer support service and ensure that no queries go unanswered.
4. Social Media Analytics:
Invest in a software that tracks social media analytics and boosts your brand’s customer support service. Tracking the record of social media will help you understand the issues of customers, make decisions that enhance customer experience, and make your customer service strategy strong.
To analyze social media data, metrics, and message records, Emenac Call Center Services provides some tools which include:
- Time-travel dashboard
- Customizable dashboards
- Reports & Alerts
- Interactions logs
- Analysis of agents’ messages
- Analysis of customer sentiments
With these features, you get access to past and textual data that helps you to enhance your social media consumer experience.
Over To You
Nowadays, social media customer support service is vital for the rapid growth of businesses. By using the right and relevant tools and strategies, you can leverage your social media platforms to optimize customer support service and digital consumer experience.
In order to get the maximum benefit from social media customer support service, you need to choose a call center with highly professional and competent agents. Emenac Call Center Services is where you can get advanced technologies and tools to support social media customer service.
