Social messaging has grown in popularity in recent years. The social messaging phenomenon has completely changed the way people communicate with brands, especially since the pandemic. Many brands have adopted social messaging and integrated it into their social media and customer care strategies; while some of them are just starting their journey. Here are the 4 benefits of why you should include social messaging in your social marketing strategy!
(1) Customer’s convenience
More than 60 percent of companies now compete on customer experience. An easy way to create great customer experiences is to connect with them on their familiar platform. Social messaging facilitates a direct, personal engagement with your customers, which brings convenient and conversational interactions. Customers can engage with your brand and seek customer service to resolve problems on a familiar channel in their own time.
(2) Boost customer loyalty and retention
Catching the attention of your customers can be a challenging task. Instead of grand gestures, you could create small “wow” moments that have a big impact. Delivering personal service on their preferred channel is one of the most effective ways to surprise the customers. Around 80 percent of customers express that speed, convenience, knowledgeable help, and friendly service are the most significant elements of a satisfying customer service experience.
(3) Get personal
One of the best opportunities that social media provides is personalized messages. Social media allows brands to integrate customer data into their messaging platform to get personalized with customers. To deliver personalization at scale, you can customize your messaging bot and introduce some automation to handle repetitive questions. This guarantees your customers could get a quick response. And smooth hand over from bot to human agents ensure people still get a personalized touch.
(4) Unlock audience insight
Data from social messaging can help you understand how people feel about your brand. Understanding how people feel about your brand helps to build more effective social marketing strategies, provide enhanced customer care, engage better with your customers, and build better products. It also allows you to reply directly to positive or negative feedback, which helps in maintaining your brand’s reputation and mitigating the effect of a crisis.
Conclusion
Social messaging creates opportunities for brands to address issues in advance and solve common customer problems. It could also help to make customer care effortless and customer experiences seamless. Therefore, it is the time for your brand to start incorporating social messaging into your marketing strategy.
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