How important is social media customer service to consumers?

[fomayof928@mowline]

With social media customer service statistics like these, there's only one thing to do: improve your social media game so you don't fall into the abyss of negative reviews.

Being consistent with customer support builds trust and loyalty. Giving consumers the personalization they want can also motivate them to go out of their way to express praise in public (hello, social proof).

For example, as part of its Telfar Gifted promotion, Telfar shared germany b2b leads a personalized AI-generated video starring designer Telfar Clemens with participants, and customers raved about it:

One customer praised Telfar's creativity on social media, referring to the brand's personalized videos generated by artificial intelligence. She mentioned that she ordered a bag for her mother.

One of Telfar’s customers praised the brand for a personalized AI-generated video on social media as part of the Telfar Gifted promotion. Customers say the brand has earned customers for life.

Social media has changed the balance of power between brands and consumers. Only on social media can people compare a brand’s support practices with its competitors with just a few clicks of the mouse. The public nature of social has influenced many brands to rethink their customer service quality and list of standard support channels.

But manually replying to every message—especially when you have multiple social media accounts and thousands of customers—is unsustainable.

With tools like Sprout Social’s Social Customer Service, customer service teams can organize and filter incoming messages across platforms, categorize case responses, and view key customer information in one place. And, through our advanced Salesforce Service Cloud integration, Salesforce customers get a complete customer view that includes social data to further tailor responses based on additional context.