Taking opportunities to connect with customers and to learn from their feedback on social media platforms will only benefit your business and sales.
When it comes to social commerce, authentic connection is key. Taking opportunities to connect with customers directly and to learn from their feedback on social media platforms will only benefit your business and sales.
If your customers engage with your business and buy your products on social channels, providing customer support on the same social media channels is intuitive. In fact, many customers expect it: According to Facebook data, over 70% of people expect to message businesses more in the future with customer service questions.
Actively monitoring messages within social platforms and responding to customer inquiries, questions, and complaints will help build trust with customers. In some cases it can even create an opportunity to upsell by pointing customers toward certain products. Valuable feedback also comes from customers on social platforms through comments, DMs, and product reviews, which can give you insight into what customers like, what doesn’t work, and what they want more of. Be sure to respond to customer feedback to let your followers know that your business is listening and engaging across social channels.
“Businesses need impactful ways of reaching customers that ultimately help set them apart. Shoppers want to connect with businesses whenever and wherever they are, and selling on social media platforms enables businesses to meet the needs of on-the-go customers who want shopping experiences at their fingertips.”
