You may have recently read my customer experience with Waze on Twitter when I reported a bug. I was less than impressed with the response. Well, I'm not the only one as more and more customers are turning to social media and expecting a resolution to their customer care issues. Some of my customers were none too happy when I told them how critical customer response was on social media, but it's a public forum and an extraordinary opportunity for your company to shine.
Quality customer support and proper social media strategy are musts for businesses. This infographic presents the importance and value social media platforms can add to any business.
In fact, 1 in 4 social media users complained via social media, and 63% expect assistance. People prefer social media for customer care over chat, email, or phone!. This infographic, The Rise of Social Media Customer Care, details those expectations, trends, and how brands need to respond.
I'd recommend listening to our podcast with Dell's social media team to learn how to do it well. Dell has a team that's available to all of their employees to provide direct support via social media. That means you can complain to any employee, and they'll route the customer service team in. Not only that, the appointed team has all levels of support and the autonomy to resolve the situations to ensure customers are kept happy.
What's the Risk of a Bad Customer Experience Issue in Social Media?
- Poor response time can lead to up to 15% increases in customer churn
- 30% of people will go to a competitor if you don't respond via social media
- Not answering a complaint decreases customer advocacy by as much as 50%
- 31% of people post online after they have a bad customer care experience
Best-in-class customer care causes 81% greater annual increase in revenue from customer referrals and the Return on Investment is 30.7%!
What's the ROI of Social Media Customer Service?
- Companies with the best social customer care experience 92% customer retention
- An airline responding to a Tweet is worth $8.98 (or 3%) increase in revenue per transaction
- A telco responding to a Tweet is worth $8.35 (or 10%) increase in revenue per transaction
- A pizza chain responding to a Tweet is worth $2.84 (or 20%) increase in revenue per trnsaction
Here's the full infographic from WebsiteBuilders: