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Why Customer Care Matters on Social

There’s a lot of advice floating around which practices work best for social media marketing, but only recently have people begun talking about social media customer care (SMCC).
 
A recent infographic from onlinewebsitebuilder in the UK reveals some interesting stats around this emerging sector.

What is it?

SMCC is the service of responding to your customer queries and complaints via social media. It’s not to be confused with conventional customer service, or traditional customer relations management.
 
Gone are the days when customers called a toll-free number when they wanted to reach a brand. The modern consumer, who seeks to be connected and acknowledged by the brands they support.

The Proof is in the Pudding

To succeed online, a business must focus on customer-centered services and meeting unique demands.
 
Making your company available to address customer concerns via social media is one of the best ways to do that in 2018 and beyond.
 
Of the top companies that have successfully adopted SMCC practices, KLM (Royal Dutch Airlines) generates $25M in annual revenue just from their social media customer care.
 
Starbucks was able to launch more than 300 product improvements from using ideas that customers shared on Twitter back in 2012.
 
While Acme Telecommunications increased ROI by 272% in three years, and decreased customer care cost by 10% and cost per contact by 37%.

Listen to the numbers

The statistics tell us that best-in-class customer care can cause an 81% increase in annual revenue from customer referrals, when properly executed on social media. Even better, companies with the best SMCC practices can increase their customer retention by up to 92%.
 
These are just some of the facts that prove how useful SMCC is to modern businesses and consumers. To learn more, check out the full infographic.

 

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November's Courses, Live Help & Support Options

Live Member Clinics every Monday & Tuesday from 1 pm – 2 pm AEST

  • Live help and support from SMK’s team of analysts.
  • Book in to request a personalised discussion for 15 or 30m via Zoom within the Facebook Working Group.

Weekly Technical Labs: Meta Business Suite on Wednesdays from 1 pm – 2 pm AEST

  • Technical Labs explore the technological process and workflows related to key digital marketing activities.

Google Analytics 4, Data Analysis & Evaluation Masterclass on Thursdays from 10 am – 12 pm AEST

  • Module 1: GA4 Optimisation, Key Features, Tools & Reports
  • Module 2: Setting up GA4 Conversions & Understanding Analytics Events
  • Module Three: Analytics campaign tracking and report analysis
  • Module Four: GA4 report round-up, conversion attribution & visualisation

Influencer Marketing Masterclass: Organic, Paid & Commerce on Fridays from 10 am – 12 pm AEST

  • Module 1: 2024 Influencer Marketing Trends, Forecasts & Opportunities
  • Module 2: Organic Influencer Marketing Best Practices
  • Module 3: Optimising Influencer Campaigns With Social Ads
  • Module 4: Evaluation, Reporting and Influencer Commerce

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