In the past year, with more and more people using networks such as Facebook and Twitter, social media networks have grown at an unprecedented rate. So, it is important to implement a web-support system on social media. But how, exactly, do you do that?
First, it is important to know exactly how much social-networking websites are being used. Here, according to IQPC, is some data:
Twitter: 75 million users in 2010, to 175 million in 2011
Facebook: 350 million users in 2010 to 640 million in 2011
LinkedIn: 50 million users in 2010 to 100 million in 2011
200 million users access Facebook through their mobile device
95 million tweets are posted on Twitter each day
More than 24 hours of video is uploaded to YouTube every minute
250 million users engage with Facebook on external sites
Of course, most of these actions, on social media, are not related to customer service or inquires. However, as Marketing Week data mentioned by IQPC notes: “10% of customers who complain do so via social media but these customers expect a quicker response.”
Why Social Media Helps Web-Support Systems
- People are more busy in today’s online, frantic world, so they do not want to be kept on hold on the phone – they want to send Facebook or Twitter message and get a response quickly
- Firms can monitor their online reputations and respond to feedback as appropriate
- It is cheaper to quickly engage, on Facebook and Twitter, than on lengthy phone calls and e-mail tickets
- 90% of consumers trust the opinions of people they know, and 70% trust online opinions (Nielson data cited by IQPC)
When your business markets and sells to Generation Y, social media functionality, in web-support systems, becomes increasingly important. (And if you do not do so today – you will one day once they grow older.) According to BT Global Services data mentioned by IQPC, Generation Y’s first thought is to contact companies on social media rather than on the phone or e-mail.
How to Adapt
- Use a self-service support system that will capture real-time data to prioritize social media networks in your customer service
- Set alerts to know immediately when someone mentions your company online so that you can respond quickly
- Make customers into brand ambassadors by giving them an excellent customer experience online and in social media
- Train representatives how to use Facebook and Twitter in ways that will enhance customer service
In just one example, we have a powerful Facebook app-support widget to turn your Facebook page into a customer-service center as well.