In recent years, social media messaging has become a popular way for brands to provide customer service. Platforms like Facebook Messenger, Twitter DMs, and WhatsApp have made it easier for businesses to interact with their customers. But the question remains: do consumers actually want to receive customer service through social media messaging?
According to a recent survey, the answer is a resounding yes. The survey found that 63% of consumers are more likely to return to a company’s website that offers live chat, including social media messaging, compared to those that don’t. Additionally, 75% of consumers say they prefer messaging apps to communicate with businesses rather than traditional channels like phone or email.
The appeal of social media messaging for customer service lies in its convenience and accessibility. Consumers can easily send a message to a brand through their preferred platform without having to wait on hold or navigate a complicated phone tree. Additionally, social media messaging allows for real-time conversations that can be easily tracked and documented for future reference.
However, it’s important for brands to remember that not all consumers prefer social media messaging for customer service. Some people still prefer to use Email or SMS, or may have accessibility issues with messaging platforms. Therefore, it’s important for businesses to offer a variety of communication channels to accommodate all customers.
An omnichannel approach to customer service is key. Email marketing can also play a role in this approach. While social media messaging may be a more immediate way to address customer concerns, Email can be used for more in-depth or complex issues. For example, a customer may use social media messaging to report a problem with a recent purchase but may prefer to receive a detailed response via email.
Furthermore, Email can be used as a way to follow up with customers after a social media messaging conversation. For example, a business can send a thank-you Email to a customer who has just made a purchase or resolved an issue through social media messaging. In conclusion, social media messaging can be an effective way for businesses to provide customer service, and the majority of consumers are interested in using this channel. However, it’s important for brands to offer multiple communication channels, including Email, to ensure that all customers are able to get the support they need. By taking an omnichannel approach to customer service, businesses can create a seamless and satisfying experience for their customers.
Juvlon features like Email design, campaign reports, contact management list, and market automation can assist you in creating an effective marketing strategy. Contact our Juvlon team for further details.