According to a survey conducted by Harris Poll, there is about 51% increase of US adults using social media between March to early May, the time period of the COVID-19 pandemic. Because most consumers are staying at home, a significant boost of usage is reflected on social media platforms. There is also a forecast stating that mobile messaging will increase from 4 minutes (2019) to 24 minutes (2020) showing strong engagement on messaging services such as Facebook Messenger, Instagram, Viber, WhatsApp and Apple iMessage.
These changes in digital behaviour makes social media a powerful tool for ecommerce. Hence, a complete social media presence not only contributes to direct sales but also having a back-end tool in place allows customers to share their recent purchase from your ecommerce business and the customer service experience with friends and family.
According to a current projection, 90% of businesses will use social media for customer service this 2020, and about 67% of consumers will use platforms like Twitter and Facebook to seek customer service. With these statistics, knowing how to anchor on social media can immensely help your ecommerce business to grow. Here are 2 best reasons to note.
- Systematic strategy to get customer’s questions answered quickly
Social media is an integral part of the omnichannel ecommerce marketing ecosystem. It supplies customers with opportunities to interact with your brand faster thus providing a complete shopping experience. Harvard Business review published a study that omnichannel ecommerce strategy is a panacea for difficult environments.
77% of customers have improved perception of your business after chatting with customer service representatives on these platforms while 60% of customers expect a response within 1 hour. Enhancing your customer service not only makes response rate faster but solving a customer issue on social media costs nearly 1/6th as compared to a traditional voice and telephone call center interaction.
To effectively utilize this, set up a system that unifies different concerns and assigns specific messages to particular social customer care members. This enhances the efficiency and speed of resolving issues, unlike having to manage multiple social media platforms.
- Convert customer interaction to promotional posts
If customers feel that they are being heard and their concerns are addressed efficiently and in a timely manner, this boosts customer experience and can easily be converted to positive testimonials. According to Zendesk, 90% of their research respondents said that positive reviews influence their buying decisions. Therefore, it is crucial to have positive feedback and testimonials from the customers. Companies who engage and respond to customer concerns can impact both brand perception and reputation. Also, it is important to note that if customers contact you through Facebook, they expect a response from the same platform and not from an email or phone call.
Customer-oriented communication builds trust and they will recognize your brand more which may eventually establish a long-term relationship. Enhancing your brand image through social media is geared towards not just building awareness to reach potential customers but also takes care of existing ones. Social media customer representatives help build the credibility of your brand in the eyes of the users as they manage not just concerns but also reviews. Keep in mind that reviews influence the purchase decision of prospect consumers.
The role of social media in customer service is an essential part of your brand’s success through expanding customer reach and retaining customer loyalty. Therefore, building a great team of Social Media or Omnichannel Customer Service Representatives can help not just answer customer’s queries online but also take care of the reviews and ratings of your product to ensure sales. By partnering with an outsourcing company, they won’t only build these teams for you but also help maintain your online store by addressing consumer-based inquiries in a timely manner which eventually can grow your ecommerce platform while you focus on your core business.
Partnership with Infinit-O
Infinit-O’s mission is to create endless opportunities for your company to realize your full potential. We take pride in our >97% client retention rate and NPS score of 72 demonstrating trust and open communication. Having extensive and profound expertise in ecommerce support, we’re here to help you build a great Ecommerce Support Team who can address your unique needs with up to 70% operational cost savings. You will gain access to world-class talent that will be meticulously screened through our A+ Recruitment process. As your business demands shift, so can your Infinit-O team. We guarantee operational excellence through collaborative Service Level Agreements, metrics-intensive performance, and open communication. We are ISO 27001 and 9001 certified and GDPR-compliant, so your company and client’s data are always safe with us.
Below are some of the experts we can gather for the unique ecommerce needs:
- Social Media Managers
- Online Community Managers
- Customer Care Representatives (Omni-channel)
- Chat / Email Support Representatives
- Technical Support Representatives
- Website and App Developers
- Graphic Designers
- Market Research Analysts
Let’s work together to build a great Ecommerce Support Team
Start small. Exceed expectations. Think infinitely. Think Infinit-O.