Did you know that 34.5%* of people would prefer to use social media to contact a business about a customer service issue?
Social media was closely followed by live web chat (24.7%), email (19.4%) and telephone at 16.1%.
Your customers expect you to respond quickly on social media to enquiries, so remember the three golden rules:
- Acknowledge - let the customer know you’ve seen the message by liking the message.
- Respond - reply to the customer with a short message as you would in store.
- Take offline - move the conversation to a private channel to grab personal details such as order number/address.
*Statistics from Sprout Social