The online business market has never been so full or fierce as it is now, and business owners are always on the lookout for ways to get to the heart of their consumers. This season, all the smart female business owners and digital marketers are turning their attention to a much-needed social media-based service that could change the game for a lot of companies: social media customer care (SMCC). SMCC is simply the service of responding to customer complaints, questions and concerns through social media, like Facebook or Twitter, instead of using a more traditional method, like phone or email.
Social Media is the Future of Customer Care
Although this is only now becoming a popular discussion, Website Builder offers some insight in the infographic below into how social media is going to be the main way companies will be able to interact with their customers. The information tells us that 79% of all internet-using adults are Facebook users – 83% of female users and 75% of male users. For every 10 U.S. citizens, seven of them are on social media.
Furthermore, 90% of all social media users have already attempted to contact a company or brand on Facebook to complain or ask a question they deemed as important, and 63% of them already expect companies to have a focus on social media customer care. Customer complaints made on social media have already increased 8X since 2015. All of these numbers represent the simple fact that customers are demanding customer care on social media, and thus, that is what companies must offer.
Why it Matters
While conventional methods of customer care already exist, such as toll-free numbers, emails and web chat, 34.5% of all people prefer social media as the go-to channel for customer care. With deliberate attention to your customer care, your brand could make more money, because a simple act, like resolving a negative tweet, can triple your revenue.
While having a SMCC strategy can bring you more money and a better brand image, having no SMCC strategy already has the opposite effect. For example, when customers reach out to a brand online for customer care and they don’t get a response in time, 30% of them will go to a competitor brand. This means that to survive, your company needs some basic form of an SMCC strategy.
Women are natural networkers and have a natural instinct for making connections and communicating with others. That’s why female entrepreneurs really have a chance to smash the online game of SMCC in the coming new year.