Customer experience in social media: how to increase your business growth by digitising cash payments?
The customer experience on social media is fundamental to the image and competitiveness of any company. Nowadays, social networks are the last frontier in the relationship between company and customer.
Want a sample? Here we go: one hour is the time half of consumers give companies to respond to a query on Twitter. If that interaction is a complaint, the percentage increases. About 75% of customers expect a response within the first hour.
In this article we will tell you how customer experience (CX) impacts your social channels. Plus, we'll explain how to leverage that experience to grow your business. Read on to find out more.
Bridging the gap between the company and the customer
Before the advent of Facebook, what happened offline remained offline. However, thanks to the spread of social networks and smartphones, nowadays everything is online.
Social networks represent a strategic tool for companies to interact directly with their customers. According to the specialised consultancy Forrester, 80% of consumers use social networks to connect with brands.
Forrester's Social Technographics report reveals that consumer-business interactions have increased across all social media platforms. So much so that customers interact with brands across seven social networks on average.
Factors that favour a good customer experience on social networks
Customer experience is the consumer's perception of the deal . In this case, we will focus on the spectrum of social media. There, CX reflects how the consumer feels about every interaction with the company, whether positive or negative.
From the experience of these interactions, the impact on customers, prospects and costs is very important.
A user who has a bad experience in a restaurant takes a photo and shares reviews on their networks. The same happens when the experience is very satisfactory, although less frequently.
The question then becomes: How do you improve your customers' experience with social media? Here are a few tips:
Immediacy of your answers
People no longer use traditional methods of communication to make complaints or request services. Today they prefer to interact through social networks or instant messaging to receive solutions.
So, your company's relationship with consumers on social media should be as fast as possible. This is crucial to create a better relationship with your customers. They can't wait days for a response.
Provides creative responses
Exceed your customers' expectations in your interactions. To do that, you must do what they don't expect.
Warmth and humanity
Even in this age of speed and immediacy, one aspect that cannot be overlooked is the human touch. Build a tone and style to respond to your customers. That style should set you apart from the competition and add value to the experience.
How do you transform an unforgettable experience into exponential growth for your business?
Social media creates great opportunities to forge relationships with customers; as well as possibilities to develop new strategies to find and connect with new customers and retain existing ones.
According to Growing Social Biz, companies can turn a bad experience into a good one if they handle complaints properly. By getting it right, customers are pleased and satisfied. About 22% of them will post a positive comment about the company.
Here we see the importance of the after-sales area as an engine of growth. In their interactions, people actually experience how the company behaves after they have purchased the product or service. A good experience is vital for the loyalty of these customers.
With PAGO46, perfecting the customer experience is possible.
One option to improve the customer experience is to offer a variety of efficient payment methods. If the checkout process is quick and easy, the consumer will be more likely to continue buying products from your brand.
One of the newest and most secure payment methods is PAGO46. This cash payment platform allows your customers to pay in cash 24/7 and anywhere. This way you can reach even those who do not have a bank account or credit card.
Through the Socios46 network, your customers can pay for your products or services in an agile way, without depending on schedules or endless queues.
They can even buy via social media and pay cash at home, receiving a delivery partner.
PAGO46 is also useful for your business through social media.
One of the differentials of PAGO46 as a payment method is its ease of implementation. This makes it ideal for eCommerce that are just starting out or do not have as many technical resources at their disposal.
With PAGO46 you can start receiving payments within 48 hours. By including on your site or social networks with just one form, you can already offer your customers a secure payment option.
It's as simple as that: you don't need a previous investment, a minimum term of permanence, or great technological resources to add PAGO46 as a payment method. You can also sell your products or charge for your services through our Marketplace.
Conclusion
The customer experience is constantly evolving thanks to technology. Nothing has transformed the landscape more than social media.
In the past, companies only spoke to customers. Social media gives customers a voice to publicly share their opinion. This can be detrimental to brands or very beneficial if handled properly.
One of the ways to improve the customer experience is to offer the best payment methods. In this regard, the newest and most secure platform for cash payments is PAGO46.
Contact sales to add it to your eCommerce. Find more news and relevant information on our blog.
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