Integrating customer support systems with social media platforms

What is social media customer service? 

Did you know that according to wearesocial about 49% of the world population uses social media spaces as of 2020? With a growing number of users on social media platforms, these spaces provide a better opportunity for businesses to cater to customers and their needs almost instantly. Social media customer service is a process where businesses offer customer support through various social media platforms like Twitter, Facebook, Instagram, etc. 

One common trait that you will find in customers is that all of them want to save time and they love it when they get immediate responses. The role of social media in customer service is far-reaching especially because it makes the business reach-out processes and the immediate responses more convenient and feasible. It is extremely essential for businesses to have a Social media customer support strategy to increase profitability in the long run.

Why improving Social media customer service is important 

1. Helps you bring in more customers and prospects

With more and more social media platforms for customer onboarding, it becomes easier to generate not only new leads but also more repeat buyers. Integrating customer service on various social media platforms helps businesses serve customers from all parts of the world. Kapture CRM enables businesses to grow a customer base that is not limited to traditional spaces like stores or shopping malls. 

2. Increases sales and revenue

With so many customers and leads generated through social media spaces, businesses can save a fortune on traditional spaces like malls, etc. Businesses can now expand their business empires with cheaper and much affordable platforms that require zero to very minimal funds. This not only drives sales but also increases the overall revenue of the company in the long run. 

3. Better product outreach and brand awareness

By getting your product or service out on a social media platform and by providing a medium for customers it helps businesses to not only boost their brand awareness but also enables product outreach to a global audience who come from various parts of the world. By integrating customer support into social media spaces businesses can expand their services ranging from the north pole to the south pole of the earth. So that the clay pots you make in India are not limited to your country but someone from Canada or Bangladesh also wants a piece of it and you as a business are able to cater to these customers.

4. Builds customer engagement

Social media is the 21st-century drug that millions are addicted to and the sooner businesses understand this the more profits they can make out of it. Social media spaces are hubs that host constant engagement which means it is highly possible for businesses to increase customer engagement levels when they integrate their customer support systems into these spaces. 

5. Builds positive brand image

Catering to customer needs on all social media platforms shows that brands are making an effort to stay alive in the digital world. Social media spaces are amazing platforms to better brand image. It helps in creating a positive image for the business which makes it 

6. Helps you learn more about customers needs

Every time there is a ticket raised on any social media platform it gets stored in the CRM database which can later be used to analyze customer needs based on various factors. This data collected helps businesses identify buying patterns and structure their marketing and sales strategies accordingly. This helps businesses to understand what customers really want.

The not so bright side of businesses being absent on social media spaces

1. Low customer outreach 

People often get frustrated when brands don’t make an effort to exist in all the popular social spaces at least. Not having a brand presence on all platforms makes the brand look less authentic and limits its reach-out game. This unfortunately not only lowers the chances of creating customer traffic to your business but also fails to create a positive brand image. Kapture CRM helps businesses create a strong customer outreach that increases efficiency and profitability.

2. Low brand awareness

It is essential for brands to make efforts towards creating brand awareness because people don’t want to invest in brands or services that they have never or rarely heard about. And not having a social media presence can hinder the whole brand awareness process itself. By integrating social media platforms and customer service automation systems Kapture efficiently increases brand awareness. 

3. Low revenue/profitability in the long run

Having no social media presence means a lack of customer engagement which in turn lowers the sales rates. Low sales rates due to lack of customer engagement bring down the company’s overall profitability and revenue in the long run. By integrating customer service automation on various social media platforms Kapture helps businesses increase their profitability in the long run.

Social media customer service stats - 

Did you know?

1. According to Emarsys about 45% of the world's population is on social media.

2. A report by Forrester says that 80% of consumers use social media to engage with brands. 

3. According to GlobalWebIndex around 54% of people who use social media make use of it while researching products. 

4. Immediacy is the key! According to Go Globe, about 60% of customers who raise complaints on social media expect an immediate response

Integrating customer service systems or CRM Softwares with social media platforms is an excellent way to gain more customers. Businesses have to stay on top of their game when it comes to creating brand presences on social media platforms and this can only happen when businesses spread out to social media spaces. To know more about integrating social media and customer support service click here for a demo.