Customer Experience: How Important Is Social Media Engagement?

Average Read Time: 8 minutes

• What is Social Media Engagement
• How important is Social Media Engagement
• Ways of great engagement

It started around 2005-2006 when the traditional channels such as TV and print got their new challengers. YouTube, Facebook and Twitter had entered the mix. According to a study in 2019, people spent at least 2 hours and 23 minutes each day browsing social media. It goes without saying, most people if not everyone are constantly on their phone to browse at least a dozen different social media apps. So, as a business how important is Social Media Engagement? Well, the short answer is: it is very important.

First of all, what is Social Media Engagement? This is more than just making and sharing posts. It includes leaving reviews, engaging with people online (in the comments or private messages), and participating in live streams. Businesses these days will not get far if they do not consider doing their best with engaging with the denizens of their chosen social apps. Everyone is doing it, from small shops to big corporations. Here’s a few reasons why it is so important for you to stay engaged.

Posting is not enough

Making posts, or sharing stories does show an online presence, but more people are interested in interacting with an entity rather than merely observing it. During any form of crisis such as natural disasters or public health calamities like the COVID-19 pandemic, speaking and reaching out to the public can bring positive effects to your business followers. This means you pay attention not just in profit but exercising your corporate responsibility in your community from the information you share in your social media pages. However, one bad review can go a long way. It’s not easy keeping everyone happy but it is worth it. It is a good start to think about your social media customer service strategy.

Social Engagement Shows You Care

A business with social media accounts enables that business to reply socially and quickly. That may be difficult but it is crucial. Having the right team working on your social accounts is the best way to respond as soon as possible. A team should at least consist of the head social manager, a content creator, a content strategist and a digital artist. For example the community manager will be the one engaging with the posts and replying to inquiries and responding in the agreed SLA’s. A good and consistent conversation will let people know you are there to assist them in a timely manner and resolve their urgent issues. This way, they will be highly satisfied which will convert to organic referrals to your business. If your customers are online, then they are at least somewhat savvy with the web and will appreciate quick and efficient responses & resolutions to their inquiries. You must know how to use social media for customer service.

Branding Is Marketing

Creating accounts on several facets of the social media world is quite the undertaking, but a worthy one for sure. Whatever you do online will be the brand of your business – your reputation. Having a consistent tone and personality for the accounts is vital. Since this is a representation of your business, you must be thoughtful with how your in-house team is expressing your brand voice online. Your social team is responsible for your brand presence & reputation which will greatly affect your potential customers’ perception. A customer’s loyalty can go a long way and it can be earned through efficient social media engagement. Do you want it to be ironic and humorous, or kind and straight to the point? It is all up to you – it’s crucial that your brand personality in social media reflects your authentic company branding.

Closing Remarks

Many businesses today already have challenges in establishing and managing their social media engagement aspect of their work. It is not something you can simply forego. Having an online presence truly affects how the public perceives your business, and it can make or break your brand. This can be your digital footprint in how effectively you handle your business, your team members and your clients. 

There are many stumbling blocks when it comes to handling your social accounts, such as trying to be responsive 24/7, or remaining consistent along all the lines of communication. A lot of what happens online stays online. The public perception of a business affects how well it can thrive, a great online presence is vital in this modern age – your social proof.

Being on top of every engagement like comments, inquiries, shares, and reactions is very crucial to the success of your social media brand presence. This is a vital indicator of your customer satisfaction. 

At Infinit-O, we build great teams while helping you save 70% on operational cost. We understand the importance of your social media engagement in your business. We are here to help you build a great team of digital advocates that can handle your social media presence which includes inbound and outbound customer service partners, digital research analysts and operations specialists. 

Our goal is to create long lasting partnerships with our clients; rendering a strong combination of business consultancy, process optimization, and outsourced services; all utilizing the latest technology to provide excellent value for our clients. We are ISO-certified and GDPR-compliant, so your company and data are safe with us because information security is also our priority.

We understand the effects of customer experience and how it will help a business to improve it. We will assemble a team that will work closely on customer service day and night so you can focus on your core business operations.

Let’s Build a Great Team for you – starting with Social Media Customer Experience. 

Infinit-O is the trusted customer-centric and sustainable leader in Business Process Optimization to Small and Medium businesses in the Financial Services, Healthcare and Technology sectors by delivering continuous improvement through technology, data and people.