Marketers understand that social care is an essential component of their ongoing strategies. Failing to realize that sites like Facebook offer companies prime opportunities to resolve customer concerns before they fester will put brands in the dog house. Brafton previously reported that 47 percent of internet users expect customer services to come through social media content, and 30 percent would prefer to handle claims via digital channels, rather than over the phone.
It would be hard to find any marketer to dispute the fact that happy customers return to buy again. The Temkin Group noted that 86 percent of very satisfied customers will likely buy from companies again down the line. Marketers may not realize, but new social media marketing updates made to networks like Facebook can influence social care efforts moving forward.
AllFacebook recently reported on an email it received from Facebook directly, writing that Facebook users and page administrators can now respond to comments on a given page using photographs. While this subtle update won’t rock any marketer’s world, nor will it alter how consumers use Facebook in the foreseeable future, it does open doors for smarter social care strategies.
When consumers turn to social media pages to voice their opinions about certain products, or convey their frustration about a product not working correctly, brands can use the power of visual media to effectively communicate solutions. For example, say a customer doesn’t understand how to put his new camera in a certain mode, so he asks for help on the brand’s Facebook Page. That company can produce a small step-by-step infographic to show him and anyone else with the same problem how to get the most out of the product he recently purchased. This uses visual media to the company’s advantage and leaves a long-lasting impression on the buyer.