Social plays a significant role in your customer service strategy and providing a seamless multi-channel customer experience. A few years ago we would probably associate Twitter most with handling customer enquiries however consumer to brand interactions are rapidly shifting onto other channels.
A Sprout Social stat indicated that 40% of consumers expect brands to respond within the first hours of reaching out on social media.
Depending on your volume of customer interactions you may want to consider integrating helpdesk software like Gorgias for full visibility and control over your social communications, providing brand building and widescale contact through multiple channels.
Alternatively, you may want to focus on the in-platform communications settings like automated responses, away messages and bots to optimise your customer experience.
44% of consumers also say customer service distinguishes a brand from its peers, so time is of the essence!
Visit Gorgias to learn more about how a great solution for e-commerce businesses.