For businesses, social media is not only an important part of their online marketing strategies but also a game changer in how they manage customer relationships. Nowadays, customers reach out to businesses via multiple social networks and that’s where they expect to receive assistance in a matter of minutes.
By providing immediate replies to customer queries across every social media channel, businesses not only improve their customers’ satisfaction but also manage to stay ahead of the competition. The challenge resides in effectively handling interactions via multiple channels at the same time. This is one of the reasons why businesses should make social customer care a company-wide approach that involves all departments and a common social media engagement strategy.