Companies that actively use social media for advertising and customer service can also boost consumer loyalty and sales.
As cited in the article, companies that use social media platforms to generate clicks and get their content indexed on search engines can make 25% more sales than those who do not. The key to successfully providing customer service through social media is to respond to all customer appeals and actively address negative comments.
This approach can help reinforce a positive brand image. Ideally, brands should maintain a response time of 15 to 30 minutes for every consumer appeal. It is also crucial to develop and maintain a consistent brand voice across all communication channels.
Social media allows brands to collect valuable customer satisfaction data through surveys. Further, brands may benefit from working with opinion leaders, brand advocates, and influencers to strengthen public opinion.