Which social tools do customers prefer for inbound customer service?

Which social tools do customers prefer for inbound customer service?

OABPO Blog Team Published on April 10, 2014

inbound-customer-service
We explained before that the success of multi-channeling inbound customer service through social media lies on the social networks you use to deliver customer care. These tools are the ones your customers use the most or the sites they visit often. While there is a plethora of social media sites and apps available for brands to use today, these three came out as the most preferred channels that customers use to reach companies:

1. Twitter


inbound-customer-service--T_witter

Statistics gathered by online analytics platform Socialbakers show that the customer care demand Twitter receives surpassed the number of brand queries sent to other social networks, particularly Facebook.

The relative number of questions tweeted by customers in the fourth quarter of 2013 is almost 10% higher (59.3%) than the 40.7% of posts that go to Facebook. This only goes to show that when you maintain both channels to deliver customer service, you will likely witness higher levels of consumer engagement on Twitter.

So how do customers want to be served via Twitter? The answer is fast. They turn to Twitter for the speed they could get on the microblogging platform. In fact, 83% of Twitter users expect brands to respond to their queries the same day they tweeted, and more than 50% of them even want action within two hours of tweeting. That’s according to a report released by social media consulting company NM Incite.

 

2. Facebook


shutterstock_186200213

Although Twitter is gaining ground in inbound customer service demand, most brands still use Facebook as the main channel to deliver customer care. Socialbakers reported that companies make a 59.4% response rate on Facebook while on Twitter, it is only 40.6%.

Why is this so? It is because Twitter’s response tools pale in comparison to Facebook’s comprehensive platform. While Twitter enables companies to give quick, concise replies, Facebook allows brand representatives to provide a more complete answer to customer inquiries. Here, instructions can be given in detail, as Facebook allows multimedia messages and doesn’t impose a character limit. This is also why customers who want complete solutions still prefer this social network over the microblogging site.

 

3. WhatsApp


inbound-customer-service--WhatsApp

Numbers have it that WhatsApp will soon takeover Twitter’s reign as the most preferred social media customer service tool. The Guardian reported that the mobile messaging app topples Twitter in terms of active users and signup rate.

Whatsapp’s total number of members, which is 450 million, is more than double of Twitter’s 241 million. And the 135,000 users signing up for the microblogging website daily is just an iota compared to the one million new users that the app gets each day.

In addition, customers get both the simplicity of Twitter and the multimedia capability of Facebook on Whatsapp. With this, users could get quick, personalized, and detailed responses.

Today, customers indeed have great control over the brands they use and the mode of customer service they want to receive. The people have spoken that social media is one of the best ways for them to reach a brand, so brands must yield to the demand by delivering customer service through the channel their market wants.

 

 

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO14 hours ago
Open Access BPO recently held its HIV/AIDS awareness program.
The event, a partnership with the Makati Social Hygiene Clinic, began with a webinar and concluded with an HIV/AIDS screening for the multilingual call center's employees.

Read all about it here: https://buff.ly/3Idnf4g

#WeSpeakYourLanguage
#OneWithHealth
Open Access BPO
Open Access BPO2 days ago
As a trusted #outsourcing firm, Open Access BPO developed a flexible program implementation process that focuses on specific areas of the operation. This ensures that every specification is suited to help your program launch and run seamlessly.

Here's how our flexible outsourcing implementation processes match every partner's operational goals, schedules, and budgets: https://buff.ly/3R7fdxU

----------
Let's get your outsourcing projects started. Chat with our program experts today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#BPO #infographics
Open Access BPO
Open Access BPO5 days ago
#OneWithDiversity is not just a themed hashtag we use when it's convenient or trendy, it's a commitment to be a safe space for our employees and partners. It's a promise to honor and celebrate their culture and authentic selves.

Pride Month may technically be over, but we'll continue to support and stand up for #diversity, equality, and #inclusivity because these are integral parts of Open Access BPO's core values. That's who we are.

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO6 days ago
Understanding how your approach can impact #CustomerService quality is only half battle; the language should be embraced by everyone in the company and understood by everyone who contacts you. Read: https://buff.ly/3nv3r2M

----------
Meet your global customers' demands with a language expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience
Open Access BPO
Open Access BPO7 days ago
Just before Pride Month ends, Open Access BPO is relaunching its an HIV/AIDS Webinar & Testing program.

It includes an HIV/AIDS awareness webinar and on-site testing in our Makati office.

Be more proactive about your sexual health and join us on TOMORROW, 9:00 AM to 3:00 PM.

#WeSpeakYourLanguage
#HIVawareness #AIDSawareness
#IdeaHubOA #OneForHealth
Open Access BPO
Open Access BPO7 days ago
It may seem like a month-long street party to some, #PrideMonth is also a protest against the discrimination and violence the LGBTQIA+ community has suffered through and continues to endure.

We asked some of Open Access BPO's #LGBTQIA+ employees what they resist against and stand for: https://buff.ly/3QUpqxG

#WeSpeakYourLanguage
#CelebratePride #Pride
#PrideMonth #PrideMonth2022
#LGBTpride
Open Access BPO