Try it for free
No commitment
Full name
Company name
.ladesk.com
Choose your region (datacenter location)
Data center changes are not possible after account creation.
Open your free account
By signing, I agree to the T&C and Privacy Policy .
The best trust us
4.8/5
5/5
Are you keeping track of all the comments about your business on social media? Probably not, but you should be, as unattended customer service requests on social media can easily lead to bigger problems.
Even if you respond to every comment or direct message that mentions your brand, you should realize that there is a lot more content online that could be mentioning your brand or business. In fact, only 9% of customer support requests on social media are directed to brands. You can find the rest by using social listening.
Implementing social listening into your workflow will help you get the most out of your social media customer service channels. Ready to learn what it’s all about?
Social media in customer support
The trend you can't afford to miss
Social media has proven to be an essential customer support channel . Customers are increasingly active on social media, and therefore, they have the same expectations for businesses.
The primary use of social media in customer support is for direct contact with customers. A brand can respond to customer queries in the form of Tweets, direct messages, or comments.
For businesses, social listening is essential, as more than 35% of customers indicate that social media is their preferred communication channel.
For customers , it’s all about convenience. Customers assume they won’t have to wait as long as they would with traditional communication channels like phone or email to get their questions answered. In fact, 32% of customers expect a response to social media queries within 30 minutes.
If you're wondering how to connect social media to your help desk system, check out this article on the importance of omnichannel customer support .
The role of social media in customer support is greater than simply responding hong kong whatsapp number data to direct messages. People love to share their experiences with businesses online, not only through comments on your page, but also in private groups or other places like forums or discussion boards.
Monitoring these conversations can give you insight into what your customers really think about your brand. You'll learn what they like and dislike, what your most important asset is, and what requirements aren't being met.
Paying attention to the comments that appear on your social media profiles simply isn’t enough. According to a study conducted by Mention, Twitter has recorded over 35 million Tweets related to customer experience . However, only 9% of those Tweets have tagged the brands they’re talking about . So, by monitoring only tagged mentions, you won’t be able to get a complete view of how your business is performing in terms of social media customer service.
So you can't afford to lose control of over 90% of the comments made about your business and products online. Most, if not all, of these mentions should receive a response from you.
So how can you track these untagged mentions? Especially if more than 30% don’t even mention your company by name. The answer is social listening.
Compare the LiveAgent Twitter price with our competitors.
AgentsNumber of agents : 1
LiveAgent
$49
Genesys
$140
Customer
$89
Zendesk
$69
Zendesk Talk
$69
Zopim
$69
TeamSupport
$50
Bitrix24
$49
Freshdesk
$41
Crisp
$30
Gist
$29
What is social listening?
Social listening involves finding online conversations about your brand and then participating in them. To find these conversations, you can search for brand mentions or specific keywords and phrases related to your brand.
Social listening takes care of two-way communication on your social media profiles. By incorporating social listening into your workflow, you can publish your content, but also pay attention to what people are saying about your brand and respond to them directly on social media. This way, you should be able to foster and build relationships with both your existing and potential customers .
Social listening and social monitoring
