Social customer service is a new way consumers are expressing their feelings towards a particular brand's customer service.
While some may still browse on product pages for customer reviews, many have moved over to the social media platforms to seek more personal advice. According to the Customer Service in Social Media infographic, a whopping third of people venture to comapanies' Facebook pages to ask product-related questions while 10% use Twitter for product information. Business homepages are often more formal and often require users to sign up, which often dissuades consumers from asking any questions and phone methods are also discouraging since callers get placed on hold for seemingly indefinite periods.
While homepages shouldn't be neglected, consumers spend approximately 20 to 40% more on companies that engage with them via social networking sites.
What Makes This Trend Stand Out
- Social Customer Service
- Disruptive innovation opportunity: Develop innovative platforms and tools that allow companies to provide real-time customer service on social networking sites.
- Personalized Product Advice
- Disruptive innovation opportunity: Create AI-driven chatbots or voice assistants that offer personalized product recommendations and answer customer questions on social media.
- Increased Consumer Spending
- Disruptive innovation opportunity: Build advanced analytics and consumer behavior tracking systems that help companies understand and target social media users who are more likely to spend more on their products.
Sectors Adopting This
- Customer Service
- Disruptive innovation opportunity: Develop AI-powered chatbots and virtual assistants to improve customer service efficiency and effectiveness.
- Social Media Marketing
- Disruptive innovation opportunity: Create social media management tools and analytics platforms that enable businesses to optimize their social media strategies and engage with customers more effectively.
- Data Analytics
- Disruptive innovation opportunity: Develop advanced data analytics solutions specifically designed for social media data to help businesses gain actionable insights and drive revenue growth.
