Should you include social media when you outsource customer service?

If you’re planning to outsource customer service, you might want to include social media as part of the contracted solutions since it’s one of the main factors that can dictate today’s customer service trends.

Having social media as a customer support channel shows that you can give your consumers a high quality customer experience, being able to respond to customers whenever they need it. This can help influence brand loyalty and encourages them to spend more on your offerings.

Influence of social media

For most consumers, having multiple customer care channels equates to high quality customer services. Consumers want to choose when, where, and how to contact companies for support, and if your business gives them that convenience, they know that they can rely on you.

Statistics show that nine out of 10 people want to transact business through alternative channels such as email, social networks, and apps. An average of 84% online customers will likely report problems, and 46% of them would do so on Facebook.

A survey also shows that top social networking sites Facebook, Twitter, and Pinterest pull the most shoppers to make online purchases. Another study states that people spend 20% to 40% more money on products vended through social networks.

It’s advisable for companies to outsource not just voice-based customer service, but also a dedicated customer care experts as well to handle your online presence, including chat, email, and social media support. The ever-changing technology and marketing trends blur the line that separate customer service and digital marketing, enabling companies to immediately respond to customer inquiries and concerns while improving their reputation and relationships with existing clients and even to potential customers.