A recent infographic by the social analytics firm Evzdrop reports that “97% of Tweets” and “95% of Facebook posts” are not answered or seen by businesses.
Social media customer care solves for this by bridging the gap between a brand’s consumer and their chosen customer service outlet. By setting up a social listening-and-response strategy, a brand can:
- Know what its consumers are saying about the brand without paying for expensive polls, surveys or focus groups
- Respond to customer inquiries, turning brand detractors into brand evangelists
- Take advantage of real-time marketing opportunities to cross-sell and upsell
To execute this strategy, all that is required is a brand partner to implement, staff, and operate the 24/7 response requirements of social media. Not only will you have a finger on the consumer’s pulse, but your brand will be on the cutting edge of customer care, responding to the market’s fastest growing service channel.