Engaging Consumers with Social Media positively affects purchasing
Apart from being a place to engage with brands directly, consumers also see social media as a customer service medium. 64% of people who use social media say that they would prefer to message the company rather than talk to them on the phone (Facebook IQ, 2020). 69% of Facebook users in the US and 66% in the UK say that having the option of messaging the company makes them feel more confident about the brand (Facebook for Business, n.d.). Hence, it is important for companies to provide social media customer service.
64% of people who use social media say that they would prefer to message the company rather than talk to them on the phone
48% of consumers would leave the site if they do not receive assistance via social media. 21% of consumers said that if they receive good customer service, they would spend more on the brand. 71% of users said that if they received a positive experience via social media they are likely to recommend that company in their social circle.
Moreover, 70% of consumers who got customer support via social media are likely to make repurchase from the brand in gthe future
As per the statistics gathered by getambassador.com, 48% of consumers would leave the site if they do not receive assistance via social media. 21% of consumers said that if they receive good customer service, they would spend more on the brand. 71% of users said that if they received a positive experience via social media, they are likely to recommend that company in their social circle. Moreover, 70% of consumers who got customer care support via social media are likely to make a repurchase from the brand in the future (Epstein, 2013). In short, not being able to contact a company via social media would have a negative effect on the consumer’s purchasing behaviour in the majority of cases.
While mainstream solutions for monitoring social media channels and messages can be very costly and sometimes limited to owned channels only, Revizor provides an automated solution that is able to distinguish between average requests and adverse event reports which must be addressed within a short timeframe. Revizor helps businesses to divert attention where it is most needed and most cost effective, while simultaneously helping protect them from the latest compliance regulations.
For more information about how Revizor can support your business monitor its digital assets – email info@uptitude.co.uk
By Yauheniya Tyler, Psychology BSc.
References:
Epstein, J. (2013). Social Customer Service (Infographic). [online] Getambassador.com.
Available at: https://www.getambassador.com/blog/social-customer-service-infographic.
Facebook for Business. (n.d.). Facebook Messenger for Business. [online]
Available at: https://www.facebook.com/business/marketing/messenger.
Facebook IQ. (2020). 5 Reasons Travel Brands Should Focus on Messaging. [online]
Available at: https://www.facebook.com/business/news/insights/5-reasons-messaging-is-taking-flight-with-travelers.