When our brand new Samsung TV started acting up, I didn’t even think to call or email the customer support team. Instead, I went straight to social media to air out my frustration.
Within minutes, Samsung responded and helped me slide into their DMs to investigate my case further. The agent (Nick) was kind, knowledgeable and connected me with the right team to solve my technical issues. And when Samsung didn’t hear back from me, several days after my TV was working again, they even reached out to make sure my case was truly resolved. The entire experience was fast, seamless and demonstrated just how much Samsung cares about its customers.
As consumers, we celebrate the brand experiences that are prompt, personalized and make us feel valued by the brand. And according to The 2023 Sprout Social Index™, 76% of consumers notice and appreciate when companies prioritize customer support. It’s not enough for brands to just engage with customers before and during the buying process. Consumers want to be surprised and delighted at every step of their journey, and brands that deliver on those expectations can turn someone into a life-long customer.
While today’s business leaders don’t need to be convinced of social customer care’s value, they do need to answer who in their organization should own those efforts. But the reality is that social customer care requires the input and collaboration of multiple teams. For shared ownership to be productive rather than chaotic, everyone who touches social customer care needs to be on the same playing field.
Engaging in social customer care truly is a collective effort—are all members of your team eager to go the extra mile, keeping up with constant improvements and maintaining that tuned-in attitude?
