TREND #5: Social Marketers are Becoming the Customer Service Heroes
2022 brings with it staffing shortages and a global supply chain meltdown. For many Brands that means unhappy customers are on the rise looking for customer service. Those not-so-happy customers are increasingly turning to social channels to provide immediate, convenient, and effective service. Now 64% of the people surveyed by Nielson would prefer messaging a business over making a phone call.
“A customer service apocalypse is upon us. And in 2022, social will be the front line.”
59% of marketers agree that social customer care has increased in value for their organization over the past 12 months (Source: Hootsuite Social Trends 2022 Survey)
“When you bundle social marketing and social care, you’re actually covering the core outcomes that have a huge impact on customers’ buying experience and your company’s bottom line. That’s the big picture many businesses still aren’t seeing.”
Christoph Neut, VP Sales, Sparkcentral by Hootsuite
Social Marketers are in the best position to help Brands provide the care customers are demanding. They know what channels their customers are using and better understand the issues the customers are facing.
If you’re thinking “oh my, even more hurdles I have to jump to get our message out”, have no fear. MediaOne has Social Commerce experts who can make sure your Digital Marketing is on the cutting edge in 2022.