Are you using social media the right way for your customers?

Social media has taken over the world in many ways, but in the customer service and marketing world, you can’t mention customer communication without social media anymore. Because of this, all marketing and customer service strategies must have the right method of using social media for customer communication which works for both the customer market and your business. 

In 2006, no one could have predicted Facebook’s success and widespread use. While there were other social networks existing before it, such as MySpace, Youtube, Twitter and Hi5, Facebook completely changed the way we communicate as individuals and how we interact with brands and companies. Companies did have Twitter accounts, but it was the introduction of Facebook Pages that changed how we market online and how we manage our customer support. What you found was many strategies highlighted Facebook as a marketing and selling platform, and Twitter was mainly customer support.

Then in 2011, Facebook launched Messenger for company pages, and that shifted the way many people contacted businesses. Small businesses opted for Facebook pages rather than websites, and this encouraged many customers to chat one on one with businesses on the platforms they were already using, rather than having to do a Google search, verify that the website was the right one, search for a contact page, fill in a form and hope for a reply. Facebook Messenger made contacting a business immediate.

Today, you’ll find managing those incoming social media direct messages and live chat messages along with all the other communication options and other areas of your workload daunting. However, you have to maintain it because you have to use social media along with the best live chat, such as Click4Assistance, to maintain a good customer service experience. So how do you keep on top of everything? This is where Click4Assistance comes in.

Businesses are busy, so Click4Assistance has a conversational automated AI chatbot and form-bot that can take those responsibilities, reducing your workload, and also increase your revenue. We all know posting more and advertising more may not be the best option for your business to increase revenue. With Artie and Coni, Click4Assistance’s AI bot team, they can increase your revenue and improve your customer experience without your marketing team spamming your community with more posts.

Artie can instantly reply to any messages your customers send you through live chat and social media direct messages, ensuring someone is always there to respond. Because he does not sleep, is always available and online, Artie can easily take the responsibility of being the first line of response for your customer service, allowing your customer service team to focus on other aspects of their role, and not have to worry about customers being responded to at 2am within less than 30 minutes. He can answer basic questions, give advice or guidance, provide information like locations, products, services, contact information and opening hours.

By using Artie, your customer service team won’t have to answer the simple questions, as Artie has already done so without human intervention. If a customer shows an interest in a product, Artie can also offer up-sells and cross-sells that your customer service team may not think about in that moment. This instantly increases the potential for further revenue, as Artie can be programmed not just for customer service, but also for sales. The possibilities are endless.

What if your customer does not know what they are looking for? Coni, the AI form-bot is a great way to help a customer find a product or service. By answering a series of questions, a customer can easily find what they are looking for, in just a few minutes, without human intervention, leaving your customer service team free to manage the more complicated issues. This instantly makes your customer service team much more productive and effective, as they will not have to answer basic questions or assist with navigation. They will also be working under less stress, which is always great for productivity.

If you’re interested in deploying Click4Assistance, the UK’s premier GDPR compliant live chat software solution, to increase your business’ productivity for 2020, give us a call on 08451235871 or send an email to theteam@click4assistance.co.uk and one of our experts will be with you right away. Not ready to reach out yet? Discover how it works, try a demo, or better yet, try Click4Assistance completely free for 21 days.