Ignoring your customers on social media will be detrimental to your business.
It’s important to know that your customers and prospects are going social and going mobile, and you had better be there with them! Customers now contact a business on their terms. You can expect customers to contact you after work in the evenings, perhaps when your office or business is not manned. It’s will be essential then to get back to them quickly to seem professional and so that you don’t loose their custom. Attention spans are short online and your competitor may answer more promptly.
According to a study commissioned by Facebook, over 330 million people connected with a small business on Messenger for the first time in 2017 alone. There are plenty of opportunities coming down the tracks around Messenger such as chatbots, purchasing goods and services via the platform and the possibility for businesses to send mass messages on Messenger (not using a third party tool).
Social Customer care is at the heart of this trend. Any small business owner already knows that you mind your customers. Now it’s a little different; you’ve got to mind them online too! I think it’s interesting that with enquiries via Social Media the business owner gets the social profile of the person enquiring. You may know what they look like, where they live and where they work. It sure beats a random phone number any day!
I came across this really excellent Infographic from Website Builder recently that drills down into the topic. Take some time to read through it. There’s some great info here.