Social customer service is the practice of providing consumer support through social media channels such as Facebook and Twitter to quickly answer questions. 69% of customers believe fast resolution of the problem is vital to good service, making social consumer support invaluable. Clearly, social media sites such as Facebook and Twitter have evolved to become more than emergent platforms for marketing and advertising. Increasingly, they are also valid and important channels through which consumers solicit and receive customer service. According to the Q2 2016 Sprout Social Index, 90 percent of surveyed consumers have used social media in some way to communicate with a brand. What’s more, over a third (34.5 percent) said they preferred social media to traditional channels like phone and email. Social networking isn’t a numbers game, so it’s not about being active on a “magic number” of social media sites. It’s more important to be active on the right social channels. Those are the ones where your target audience is most active.
With 2 billion users across a wide age range, Facebook is a must for most people. To choose other platforms, hire a social media marketing expert to research your market and find out where else your audience hangs out online. Social media marketing is a powerful way for businesses of all sizes to reach prospects and customers. Your customers are already interacting with brands through social media, and if you’re not speaking directly to your audience through social platforms like Facebook, Twitter, Instagram, and Pinterest, you’re missing out!
Great marketing on social media can bring remarkable success to your business, creating devoted brand advocates and even driving leads and sales. Social media is a term for the online platforms that people use to connect with others, share media content, and form social networks. Some of the most popular platforms include Facebook, Twitter, WhatsApp, Tumblr, Instagram, Pinterest , Skype, YouTube, Viber and Snapchat.
One of the best reasons for your small business to be marketing through social media is that your customers are spending time on these channels. According to Statista, 70% of the U.S. population has at least one social media profile. And by 2021, the number of worldwide social media users is expected to reach about 3.1 billion people. With so many consumers using social media every day, this presents a great opportunity for small businesses who want to reach their online audience.
One of the first challenges to providing great social customer service is determining where to focus time and resources. While marketing efforts may drive traffic to targeted social sites, customer service teams must meet their customers where they’re already socializing. For most companies, Facebook and Twitter will be the primary focus for social care, but some brands may find that their customers also frequent Google+, LinkedIn, Pinterest, Instagram, or other social sites.
The best types of content for each social media channel depends on the platform. The best types of content for each social media channel depends on the platform. Most social media sites allow you to share multiple types of social media content, including blog posts, images, animated GIFs, videos, and more. The research shows that images do well on Facebook, as well as on Instagram and Pinterest.
Video content is also very popular. The best is to align your social media strategy with your content marketing to make sure you share the type of content your audience really likes. If you’re a smart marketer, you’ve been using the these top social media giants to share your content, promote your products and services and grow your business.
But rival platforms are being created all the time, and while many of them don’t reach the same heights of success, a handful could give mega-popular platforms a run for their money. Moreover, if you’re an early adopter of up-and-coming alternatives, your company could reap the biggest benefits.
Social media refers to the means of interactions among people in which they create, share, and/or exchange information and ideas in virtual communities and networks.
The Office of Communications and Marketing manages the main Facebook, Twitter, Instagram, Snapchat, YouTube and Vimeo accounts. Social CRM (customer relationship marketing) can be a very powerful business tool. For example, establishing a Facebook page allows people who like your brand and the way you conduct business to like your page, which creates a venue for communication, marketing and networking. Through social media sites, you can follow conversations about your brand for real-time market data and feedback.
Social media marketing is the use of social media platforms to connect with your audience to build your brand, increase sales, and drive website traffic. This involves publishing great content on your social media profiles, listening to and engaging your followers, analyzing your results, and running social media advertisements. These networks are a hotbed of creativity and inspiration for people seeking information and ideas, and by adding them to your social media marketing plan, you’ll open up new channels for building brand awareness and engaging with your audience and customers. These networks are a hotbed of creativity and inspiration for people seeking information and ideas, and by adding them to your social media marketing plan, you’ll open up new channels for building brand awareness and engaging with your audience and customers.
Great Social Content — Consistent with other areas of online marketing, content reigns supreme when it comes to social media marketing. Make sure you post regularly and offer truly valuable information that your ideal customers will find helpful and interesting.