{"id":8636,"date":"2024-09-06T21:45:55","date_gmt":"2024-09-06T21:45:55","guid":{"rendered":"https:\/\/tup.kxe.temporary.site\/how-to-do-it-right-in-2024\/"},"modified":"2024-09-06T21:45:55","modified_gmt":"2024-09-06T21:45:55","slug":"how-to-do-it-right-in-2024","status":"publish","type":"post","link":"https:\/\/okdesign.ca\/en\/how-to-do-it-right-in-2024\/","title":{"rendered":"How to do it right in 2024"},"content":{"rendered":"


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Social media customer service has never been more important. 81% of customers<\/a> expect faster service thanks to new tech, and 65% expect it if they spend more than usual.<\/p>\n

As customers continue to spend cautiously<\/a> in the wake of post-COVID inflation, competition for their dollars is rising. But cost isn\u2019t the main deciding factor if someone will buy from you. 80% of people<\/a> say the experience a brand offers is just as important as their products or services.<\/p>\n

Your customer service on social media helps shape that experience with your organization.<\/p>\n

Learn what people expect in customer service in 2024, tools to make social media customer service easier than ever before, and tips to make sure you\u2019re delivering a winning customer service experience on social\u2014every time.<\/p>\n

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Key Takeaways<\/span><\/h3>\n
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  1. Today\u2019s customers expect quick, seamless service on social media; 81% want faster responses, and 80% say a brand\u2019s experience is just as important as its product.\u00a0<\/li>\n
  2. Businesses that respond quickly (ideally within 15 minutes) and engage consistently on social media are better equipped to build trust and create lasting relationships with their audiences.<\/li>\n
  3. AI chatbots, social listening tools, and a social inbox can help you automate simple tasks, respond faster, and understand how customers feel about your brand \u2014 making it easier to provide exceptional social media customer service.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n

    What is social media customer service?<\/span><\/h2>\n

    Social media customer service is offering support or service to your customers through social networks, such as Facebook, Facebook Messenger, Instagram, TikTok, WhatsApp, or any other platform. It includes answering customer support questions in public social media post comments or discussing via private message.<\/p>\n

    Why is social media customer service so important?<\/strong><\/span><\/h3>\n

    It\u2019s what people want<\/h4>\n

    Almost a third of customers (28%)<\/a> say they give up solving a problem if they can\u2019t find the answer online by themselves. That number surges to 38% for Millennials and 39% of Gen Zers.<\/p>\n

    Of the ones who wouldn\u2019t give up right away, an average of 26.5% across generations say they\u2019d give up if they had to wait on hold to talk to someone.<\/p>\n

    \"\"\"\"<\/figure>\n

    Source: <\/em>Gartner<\/em><\/a><\/p>\n

    By using social media on your customer service team, you can respond instantly with tools like AI chatbots<\/strong> to keep these quick-moving customers engaged and solve their problems. (More on setting up chatbots and other tools later in the article.)<\/p>\n

    It builds customer relationships<\/h4>\n

    In our Social Media Consumer Trends 2024<\/a> research, over half (53%) of people say the most appealing thing a brand can do on social media channels is quickly respond to direct questions and comments<\/strong>.<\/p>\n

    Prioritizing speedy and effective service builds trust with potential and existing customers. It can even help turn angry customers into loyal brand fans, too.<\/p>\n

    \"graph\"graph<\/figure>\n

    Source: <\/em>Salesforce<\/em><\/a><\/p>\n

    It enhances brand awareness<\/h4>\n

    Social media is by far the best bucket to spend your marketing dollars on. For B2B brands, social media is responsible for more customer acquisition<\/a> than any other channel, including digital ads and email marketing.<\/p>\n

    \"B2B\"B2B<\/figure>\n

    Source: <\/em>MarketingCharts \/ Stirista<\/em><\/a><\/p>\n

    When you respond to public comments from a customer service perspective, not only are you answering the question, but you\u2019re also showcasing your expertise and personality to everyone who visits your public page.<\/p>\n

    Responding to comments also helps boost engagement, which can enhance your organic social post performance<\/strong> in various algorithms\u2014especially on Instagram, where the more someone has interacted with you in the past, the more they\u2019ll see your new posts<\/a>.<\/p>\n

    How to provide great customer service on social media: 10 tips<\/span><\/h2>\n

    Where should you focus your social media customer service efforts? How can you optimize your social media for customer service? How do you know if your customer service strategy<\/a> is working?<\/p>\n

    Answers to these and more tips to succeed with social media customer service below.<\/p>\n

    1. Respond quickly<\/span><\/h3>\n

    77% of customers<\/a> expect an immediate response when they contact a company. Eeek.<\/em><\/p>\n

    Worried about keeping up? You\u2019re not alone: 53% of social media marketers<\/a> are feeling overwhelmed managing so many platforms. If you don\u2019t have 10 hands and 20 thumbs to reply to comments and DMs manually all day, Hootsuite Inbox is here to help.<\/p>\n

    Hootsuite Inbox<\/a> bridges the gap between engagement and customer service by allowing you to reply to comments and direct messages across all your social media platforms together in one place, right inside your Hootsuite dashboard.<\/p>\n

    More than only speeding up replies, your entire team can use Hootsuite Inbox to triage and assign conversations, set up alerts for messages that need answering right away, and see CSAT surveys alongside your other social media metrics in Hootsuite Analytics, so you can tell if your customer service is working.<\/p>\n

    \"Hootsuite\"Hootsuite<\/figure>\n

    Use Hootsuite Inbox\u2019s generative AI chatbot to instantly answer FAQs like, \u201cWhat are your business hours?\u201d or, \u201cDo you have free shipping?\u201d which can reduce your team\u2019s message volume up to 80%<\/a>.<\/p>\n

    Plus, chatbots work 24\/7, so you can actually turn your phone off while you sleep. (It\u2019ll be okay, we promise.)<\/p>\n

    \"Phin\"Phin<\/figure>\n

    Hootsuite Inbox has everything you need to make cross-platform replies and cross-team collaboration easy, fast, and delightful for your customers.<\/p>\n

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    \n\t\t\t\t\t\t\t\t\t\tReduce response time (and your workload)\t\t\t\t\t\t\t\t\t<\/span><\/p>\n

    Manage all your messages stress-free with easy routing, saved replies, and friendly chatbots. Try Hootsuite\u2019s Inbox today.<\/span><\/p>\n

    \t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tBook a Demo<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n

    2. Use social listening to better understand your customers<\/span><\/h3>\n

    Across all types of organizations, customers crave being listened to. Edelman\u2019s 2024 Trust Barometer found that wanting concerns to be heard and the ability to ask questions ranked as a top three priority<\/a> for customers across all sectors: business, non-profit, government, and media.<\/p>\n

    Listening to your customers makes them trust you more.<\/p>\n

    \"across\"across<\/figure>\n

    Source: <\/em>Edelman<\/em><\/a><\/p>\n

    How do you actively listen on social media? Using social listening tools, of course\u2014and the world\u2019s best is built right into Hootsuite, powered by Talkwalker.<\/p>\n

    Besides finding out what customers are saying in their comments and messages online, social listening<\/a> allows you to get a big picture view of brand sentiment\u2014what people think of your company\u2014and how it changes over time. This can identify potential PR issues in their early stages, allowing you to respond swiftly, and provide valuable feedback during and after launches and events.<\/p>\n

    Social listening is also an excellent research tool. With Hootsuite Listening<\/a>, you can find out what people want to know about certain topics and automatically scan billions of online sources for posts and mentions of you, your products, or any other keyword you specify. This allows you to build relationships and your audience by interacting with these posts.<\/p>\n

    For example, a Reddit thread of someone asking for recommendations. Chime in on these posts with a mix of promotional content, like the example below, and informational content, such as offering strategic advice (if that\u2019s what the poster is asking for).<\/p>\n

    \"Whats\"Whats<\/figure>\n

    Source: <\/em>Reddit<\/em><\/a><\/p>\n

    Hootsuite Listening makes it easy to find:<\/p>\n