From social media to mobile apps, today’s consumers use a multitude of platforms and devices to communicate with brands and shop for products. In fact, most customers across a myriad of industries use multiple channels to communicate with brands.
According to research from PwC, 86 percent of global respondents and 65 percent of US-based respondents polled currently shop across at least two channels, while 25 percent of global respondents and 21 percent of US respondents are using four or five channels to shop.
With customers using anywhere from two to four channels to make purchases and communicate with brands, it’s becoming increasingly critical for businesses to employ a multichannel customer care strategy. This is especially true for social media, as its being leveraged more to manage customer care needs.
According to a separate study from Nielsen, nearly half of U.S. consumers use social media to ask questions, report satisfaction, or to complain. To meet the growing expectations for social media customer care efforts, many social media platforms are rolling out new products and features to help businesses deliver better customer care.
Twitter, for example, is working on a variety of tools that will help businesses better use its platform for customer care. For instance, the platform is working on a few features that will better prioritize requests for assistance that come through the platform.
While it’s great news that social media platforms like Twitter are developing features that will better address customer care, companies shouldn’t solely rely on social media to communicate with their customers. After all, today’s customers are using multiple channels.
As such, businesses should create a sophisticated multichannel customer care strategy that includes a variety of channels—such as live agent support, social media, live web chat—to increase overall engagement and satisfaction.
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Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA, SOCAP, and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He is a frequent speaker for national events and has also been honored with a number of awards and recognitions for his contributions to the call center industry.