Customer Service on Social Media

Customer service on social media is vital to develop customer retention and achieve long-term customer loyalty. Social networks allow acting in real time, encouraging a meaningful conversation with the target audience, and a quick dissemination of branded content. However, in order to keep consumers satisfied the responses in social media must be timely and personalised, as 43% of customers who obtain an effective response through social media actively promote the brand in their environment, while 42% publicly praise the brand, and spread the word of mouth online to family and friends.