Provide one-on-one customer support

[shaownhasan]

But it’s not just about the numbers. Social media allows you to engage with customers directly, in real-time and in a personal way. You can answer questions, respond to complaints and receive feedback instantly.

And with 69% of consumers expecting brands to respond to their queries within 24 hours, this proactive engagement goes a long way in making customers feel valued and heard.

Moreover, social media can provide valuable insights into customer cash app data behaviors, preferences and pain points. By analyzing their interactions and feedback, you can refine your CX strategy and make it more customer-centric.

It can’t be stressed enough: how you care for your customers distinguishes you from your competitors.

Social messaging is an accessible, direct line to your brand that consumers will use to sort out order inquiries, billing issues, product questions, quality concerns and more. In a one-on-one conversation, your brand representatives can focus specifically on the needs of that customer in the moment. Plus, it’s an opportunity to humanize your brand, remind customers that there’s a person behind the screen and create personal connections. Providing this experience is almost second to none in a CX strategy.

Redirect public questions and complaints
Often customers will start a conversation with your brand by leaving a public comment on your post or tagging your brand with an @mention. When those interactions involve a customer service request, sensitive subject or other issues that would be better handled privately, it’s best to transition the conversation to social messaging.