The term “customer experience” (CX) refers to how patrons feel they were treated by a business. Customer impressions typically impact a customer’s loyalty to a company, so it’s no surprise that most companies now view CX as a competitive differentiator.
Using Social Media to Boost Customer Experience
More than 65% of consumer loyalty, according to Gartner, is driven by CX, making it more important than both price and brand. More than 70% of CX leaders report difficulty in creating projects that increase customer loyalty.
Okay, so it’s true that we may miss the obvious at the best of times. Although customers’ needs are always shifting, the basics of speed, convenience, and helpfulness are nevertheless expected now more than ever. PwC found that both consumers and businesses valued these characteristics highly. A company that cares about customer experience (CX) would prioritise adopting technologies that nurture or give CX improvements above adopting technologies for the sake of adopting them. A survey found that over half of respondents (48%) expected a response to their social media inquiries or complaints within a 24-hour window. In the same vein, they utilise it to voice their displeasure with a company and to sing its praises when it has done something right or gone above and beyond customer expectations. As a result, if you want to improve your CX and respond faster to consumer complaints and needs through social listening, investing in social media monitoring tools or putting live chat software or a chatbot in your social media channels is a certain method to do it.
We can all agree that, especially in the midst of the epidemic, people’s time spent on social media platforms has grown dramatically. 54% of social surfers, according to the survey, do product searches on social media. It’s not surprising that this number is so high, given that user-generated information like reviews and complaints can be found in plenty on a brand’s social media platforms. Brands that get this will use their social media channels to their advantage by creating memorable experiences for their target audiences.
Brands can make significant, cost-effective improvements to their CX through the implementation of relatively simple changes, such as establishing a customer service strategy to monitor and respond to feedback on your social media handles, establishing a clear escalation channel, and establishing a fixed timeframe for responding to social media comments and questions.
Some tried-and-true methods to improve your social media customers’ experiences are as follows:
Aim For The Right Crowd
Companies have a hard time generating social media interaction because they misjudge their audience. That’s why it’s important to zero in on your ideal customer and learn about the problems they’re having so you can tailor your social media approach to meet their needs.
Customer profiles built on analytics can help you identify the demographic most interested in your product and their preferred social media platforms. The next step in enhancing CX is to conduct surveys, investigate other companies’ online presences, and keep an eye on how potential customers are interacting with you on social media.
Do Your Best To Provide Help At All Hours
Fast and trustworthy assistance for customers is essential to a successful business. However, it is impractical to have a team of customer service representatives available at all hours of the day and night to improve CX. Instead of staffing your various social media, live chat, and mobile app support desks around the clock, you might consider employing a chatbot. If you’re concerned about the chatbot’s robotic responses, rest assured that modern chatbots use natural language processing to understand the context of users’ questions and provide helpful responses, such as linking them to appropriate Frequently Asked Questions (FAQs) or human agents (HAWKs) for more complex inquiries. In terms of customer service expenses, data shows that chatbots can handle up to 80% of common inquiries independently, saving businesses roughly 30%. AI is also highly trainable, so it becomes stronger with time and can be used to predict the future.
Aim For A Multichamber Engagement
According to the data, up to 73% of consumers use more than one channel when making a purchase decision. Customers want a seamless experience across all of their chosen channels, thus it’s your responsibility to provide it through omnichannel CX strategies rather than just multichannel ones.
Some statistics that back up the value of an omnichannel consumer experience:
Almost two-thirds of today’s youth (63%) start their friendships and romantic relationships online.
Forty percent of consumers would rather have a live conversation with a support representative over the phone, especially if the issue at hand is financially complex.
Self-service channels, such as a company’s website, mobile app, or live chat, are favoured by a majority (63%) of US consumers for straightforward customer care activities.
Therefore, if you want to enhance the CX you already offer, you must ensure a consistent and harmonious journey across all of your digital touchpoints. One way to do this is to implement a comprehensive platform like Acquire’s customer engagement suite, which will allow you to monitor and manage all client interactions from a central hub. Fast, dependable, and cost-effective service across all of your digital channels is guaranteed thanks to the platform’s integrated live chat, video and audio calling, co-browsing, and chatbots.
Acknowledge The Dedication Of Your Most Loyal Customers
It’s true that social media is a fantastic channel through which to hear from and promptly address your clientele’s complaints and comments. However, you can also utilise social media to show appreciation to your most dedicated clients in order to foster continued engagement and strengthen ties to your company.
Social media platforms like Instagram and Twitter, for instance, may be utilised for both brand identity development and the promotion of user-generated content, such as in the form of contests and prizes.