For a brand to survive and stand apart in a very competitive environment, the need for great customer experience is of high necessity. The fact that customer experience can make or break the foothold of a company is what most companies are now putting into consideration. Customer care is now even being incorporated into Social media, and this channel of customer service is growing rapidly.
But how do you evaluate the growth of customer care support?
Increase in customers expectations
Research from Website builder guide has shown that 56% of global consumers have higher expectations for customer service now than they had in 2015. It’s obvious to see how far the expectations of customers have heightened by the use of social media customer care service.
Customers experience management
A recent survey shows that 81% of businesses use social media within customers experience management. This can be seen to boost the effectiveness of the management looking into the customer’s experience for better provision.
Looking at it from the aspect of the discontent customers will like to show about a particular product or service, a survey carried out recently showed that customers’ complaints on social media increased 8 times from 2014-2015. This means that it has become easier for users to unveil their dissatisfaction with a product or service. This has brought about a great change in customer care support.
Customer care support has greatly increased the interactions between customers and brands. This was corroborated by the statistics that customers interactions over Twitter have increased by 250% from 2015.
Responsive customer care
Customer care support has grown to the level that, without leaving the comfort of their homes, customers have found customer care very reliable and the number of social messages needing a response from a brand has increased by 18% over 2015.