Enabling social listening can help online businesses offer effective customer service

New Ideas in MarketingEssential news for marketers, summarised by YouGov
November 03, 2020, 2:07 PM UTC

Around 83% of brand followers like it when brands respond to the questions they ask on social media.

Businesses should provide customers with their preferred choice of customer support channel, like email, phone, live chat and social media. Brands should also train their employees to actively listen to consumer queries and solve issues with the best possible answers while de-escalating situations, whenever applicable.

Marketers should also leverage social listening tools to monitor brand mentions and other social activities as almost half of consumers want brands to participate in conversations on social media. Social listening can help brands retain existing customers as well as attract future prospects.

Marketers can also use social listening to find content ideas for FAQs and branded content. But, brands should reply to comments and mentions as soon as possible and maintain a professional approach to even negative comments.

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