It’s time to get social with your customers

Jul 3, 2019

3 minutes

Be honest, how many times have you checked your social media pages today? It’s okay, you are not alone. In fact, you are one of 3 billion around the world using social media (and checking it constantly). With social media being a massive part of everyday life, it’s only natural that customers as well as employees expect the same seamless experiences when interacting with your business.

The entire business
organization can benefit from expanding your communications strategy and
reaching customers and employees when and where it counts. And with the top
social channels continuously adding new features, now is the time to get in the
game to keep up with changing expectations and stay ahead of the competition.

Think it’s time for your company to get social? Here are
some more ways adding how social channel messaging can enhance your
communication strategy.

Enhance Customer Support

What’s great about social channel messaging is that it gives you the ability to reach your customers on a platform they know and love. WhatsApp and Facebook Messenger are gaining relevance and attention as a primary channel for companies when it comes to customer support. The convenience and ease of contacting customer support from your phone and getting a quick reply is invaluable. It’s also beneficial to personalize your messages to instill a sense of trust and familiarity.

Using an application like WhatsApp gives your customers a
quick and convenient way reach you at all times. Enabling two-way conversations
makes typical manual tasks such as resolving customer service issues or
providing product information a breeze. People will feel appreciated and more
connected to your brand when they get a quick response and have these personal
conversations. Just remember to stay on top of your social messages since   80% of customers that ask a question to a business through a social channel expect a response within 24 hours. And with about 60 billion messages sent through social channels per day, customers have
made it clear that messaging apps, like WhatsApp, and Facebook Messenger are
their preferred channels.

If your customers can’t engage with your business on social
messaging channels, then your brand reputation and long-term growth could be at
risk. Show your customers you care and are willing to reach them in a popular
way to ensure growth in revenue and brand loyalty.

Boost employee efficiency and satisfaction

Along with making it easier for your customers to interact with you, adding social channels can also enhance employee satisfaction and efficiency. Having the opportunity to connect with your entire team and give them up-to-the minute information can increase productivity in a multitude of areas. Quickly distribute vital information to your staff and coordinate or delegate tasks within seconds. Take advantage of social messaging applications for scheduling, offering feedback, or collaborating on ideas.

The best thing about social channel messaging applications
like WhatsApp is that almost everyone uses it  – over
1.5 billion WhatsApp users
– and it does not require any
training. Social channel messaging can help organizations stay in touch with
the pulse of their workforce and generate ideas for enhancing employee
productivity. Stay connected with your employees around the globe with applications
that they are already using every day to easily measure employee happiness or
identify their pain points on a safe and secure platform.

Improve processes across the enterprise

Sales, marketing, customer service, finance, and other teams can automate processes and enhance customer communications with social channel messaging. That’s why it’s the perfect time to take control of your communications and get better connected to your customers. Continuously engage customers by sending them alerts, notifications, company updates or any other information they may need, directly to their smart phone. You never want to keep your customers waiting so why not automate greeting messages at the start of your conversation for new customers? Or set an away message when unable to answer, so customers know when to expect a response. Social messaging lets you better engage with customers and employees while also making things more efficient.

Easily integrate with Atmosphere

Ready to add social to your communication strategy? You’re in luck, we can help with Atmosphere Social Messaging.

Get started today!

Dustin Gordon

Dustin Gordon is a Product Marketing Manager at IntelePeer. Dustin studied political and behavioral science at Middle Tennessee State University and Metropolitan State University and has found a home in Denver and marketing. He is a proud dog dad, a former semi-pro rugby player, a music connoisseur, and Vermont native.

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