Call centers are vital for any business to communicate with its clients. Customers need support every single day. They can have various types of problems. Call centers have been working great with that task for ages. However, will social media replace call centers at some point?
Importance of social media in today’s world
Social media in today’s world is significant in all aspects. We spend most of our time looking at new posts and other information. Sites like Instagram, Facebook, and TikTok are the most popular. Most of us wouldn’t be able to live without our phones now. It is significant for businesses to appeal to their customers. So, they join social media platforms.
Social media is the most used channel to discover new brands and companies. However, social media users have high expectations from companies. 63% of all customers expect assistance via social media platforms. About 90% of clients communicate with businesses through social media. Half of these users believe that companies must respond to their posts within an hour. This option fits the Millennial and Gen Z generations. Another aspect is that 80% of companies think social media is optional. Only 8% of clients agree with that statement.
The fast way of reaching your audience
It is not surprising that the world is changing, and everyone must adapt to it. Nowadays, most young people hesitate before making a phone call. They prefer going on social media to find the information they need. Therefore, more businesses try to please customers’ needs. To do that, they join social media platforms. Social media platforms are one of the only public-facing contact channels.
Social media is one of the fastest and easiest ways of communicating with clients. Companies can post content that reaches the audience effectively. They can also interact with other creators’ work by reacting. Thus, businesses enhance their visibility on the platform. It is an effective way of getting new clients and providing them with the correct information. So, it doubles as a marketing tool, and there’s no need to make a phone call.
People go on social media to share their experiences. Most of it happens when they have complaints. However, this is better than you think. On social media, brands can notice complaints quickly and take action. So, the client and those who saw the post will know that the company is reasonable. That also shows that the brand cares for its customers.
Let’s think about it
Is social media taking over call centers? Social media is one of the fastest-growing industries in the world. It’s no surprise people are so attached to it. However, there are still plenty of people who enjoy and use call services. To sum up, call centers are a great communication channel, even if they will change over time.