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Is Social Media Surpassing Traditional Customer Service?

Considering the growing popularity of social media, is it any wonder that customer service is taking a backseat to other forms of customer engagement? One recent survey found that 66% of customers prefer to provide feedback via social media channels over traditional channels, such as email or phone calls. Social media is an easy and convenient way for customers to share their thoughts without making a formal request. Customers can write comments and tag brands and companies in their status updates.

According to a report by Forrester Research, nearly 70% of people are now comfortable messaging businesses on Facebook. Furthermore, 64% said they would prefer to message businesses through social channels. Social buying experiences are already more likely to result in more than one transaction. And by 2021, social media is projected to generate 40% more customer service interactions than traditional channels. Social-media-friendly banks are also able to respond to customers within an hour, on average. Additionally, 59% of brand tweets are answered within 15 minutes. However, if a brand doesn’t have a separate Twitter account for customer service, its response time drops by 30%.

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In the case of customer service, companies should integrate social media with a well-developed customer care strategy. This way, they can interact with their target audience and boost sales. They also can retain loyal customers by promoting positive brand mentions. This is one of the major benefits of social media. However, it’s worth mentioning that not all companies are following these rules. However, you can ensure that you’re providing your customers with a great customer service experience.

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