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How to stay on top of online customer service with social media

The mass adoption of social media is one of the most significant changes of the last century. I’m so grateful to be able to witness how the internet has evolved because I’ve been able to see how it’s changing and affecting everyday life. From the way we communicate to the democratization of access to information, social media is no longer a great tool. This is an important aspect of any business strategy. This is especially true for e-commerce.

Many experts and entrepreneurs have recognized the relevance of social media in the e-commerce industry, giving rise to the term social commerce. The term refers to the integration of e-commerce businesses with social media, which platforms like Facebook, Instagram and Pinterest have all joined in recent years.

Back in June 2021, Facebook announced that more than 300 million people were using its marketplace features. Now, Facebook is trying to expand its e-commerce business, which seems like a wise investment as online profits continue to grow.

Social media is a rapidly changing space, and keeping up with the latest online customer service trends can be difficult, but not impossible. Let’s see how to keep up.

Offers multiple communication channels

Tried contacting businesses and found that they only use one social Communicating with media platforms can be very annoying. Worse is when it’s a platform I don’t use. It’s almost like a green and blue texting bubble between Android and Apple users, and it can be a little jarring to see something different.

When I advise entrepreneurs, I advise them to make the experience as smooth as possible for users by meeting them on the social media platforms they spend their time on. For example, if you limit yourself to providing customer support only through Whatsapp and Facebook, you may miss out on those moving to other platforms like Telegram, Signal, and Discord.

By opening multiple communication channels, you will ensure that people can interact with your business or brand at any time. Not only will this lead to more leads, it should also increase customer satisfaction.

Ask an Expert to Help You

The increasing relevance of social commerce has led many people to Learn specifically the ins and outs of social media’s impact on e-commerce. If you’re new to how social media works, how to create or integrate accounts across different platforms, or set up automated tools, I suggest you follow and consult with industry leaders.

I’ve noticed that some companies have made a name for themselves by providing expert support. For example, GROW AI focuses on creating artificial intelligence chatbots specifically designed to help other businesses in the e-commerce industry. I learned about the company from an interview with founder Liziana Carter. From automating Facebook Messenger, Instagram and Whatsapp direct messages, to providing unique insights into their customer base, they have been changing the way businesses approach e-commerce.

By watching how other companies innovate, I understand trends and new ways of approaching what I do. The e-commerce space is competitive, fast, and hard to keep up.

Prioritize some basics when deciding where to improve your online customer service practices. Think about your value in the business experience, then make sure you deliver it to your customers. Quick and easy communication should be available and accessible. If you’re struggling with this, consider using current resources. Keeping up with social media trends that continue to transform e-commerce is the key to success.

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