To keep up, businesses must adapt to the preferences of increasingly connected customers and meet their demands for quality service across all channels.
Gone are the days when investor phone number data customer queries were resolved over the phone or through contact forms. Today, consumers are turning to social media to ask their questions and voice their problems – a trend that, like others, has been accelerated by the COVID-19 pandemic. According to Zendesk’s report, customer service queries via WhatsApp increased by 200% in the EMEA region over the past year.
This is a trend that has no turning back.
Social messaging offers convenience, speed and, when used correctly, allows you to deliver quality service with a human touch.
Consumers are using social media as a way to find and interact with new brands, as well as to stay up to date with news about their favorite companies and products.
It is therefore not surprising that more and more consumers are choosing social media to use customer service. For them, it is a quick and convenient way; for your agents, it can become a very effective tool.
According to Zendesk, agents prefer to serve customers on social media rather than on other traditional means of communication. This is because this way they can interact with multiple people at the same time.
The quality of social messaging, whether through WhatsApp, Facebook Messenger or other platforms, has a direct impact on revenue generation. A recent survey by Sprout Social found that 78% of consumers are more likely to make a purchase after a positive experience with a brand on social media.
Open an ongoing conversation to build customer loyalty
Traditionally, support tickets were communications that were opened, closed, and archived. But with social messaging, the conversation doesn’t have to end. Open conversations allow agents to build closer relationships with customers, which can increase loyalty and even help find new brand ambassadors.
