The massive adoption of social networks has been one of the most significant changes of the last century. Being able to witness how the Internet has evolved is something I am very grateful for because I have been able to see how it changes and influences everyday life. From how we communicate to democratizing access to information, social media is no longer a nice tool to have. It is an essential aspect of any business strategy. This is especially true for e-commerce.
Many experts and entrepreneurs have recognized the relevance of social networks in the electronic commerce industry, giving rise to the term social commerce. This term refers to the integration of e-commerce businesses on social networks, which platforms like Facebook, Instagram and Pinterest have added in recent years.
In June 2021, Facebook announced that more than 300 million people were using its marketplace feature. Now Facebook is working to expand its e-commerce efforts, which seems like a smart investment as online profits continue to rise.
Since social media is a rapidly changing space, keeping up with the latest online customer service trends can be difficult, but not impossible. Let’s take a look at how you can keep up.
Offers multiple communication channels
Trying to get in touch with a company and finding out that they only use a social media platform to communicate can be extremely irritating. What’s worse is when it’s a platform I don’t use. It’s almost like the green versus blue text message bubbles between Android and Apple users, it can be a bit annoying to see something different.
When I mentor entrepreneurs, I suggest they make the user experience as seamless as possible by meeting with them on the social media platforms where they spend their time. If you limit yourself to offering customer support only through Whatsapp and Facebook, for example, you may be missing people who have moved to other platforms like Telegram, Signal and Discord.
By opening multiple channels of communication, you will ensure that people can interact with your business or brand at any time. Not only will this result in more leads, but it should also increase customer satisfaction.
Get an expert to help you
The growing relevance of social commerce has given rise to many people specializing in knowing the ins and outs of the impact of social networks on electronic commerce. If you’re not familiar with how social media works, how to create or integrate accounts on different platforms, or set up automation tools, I recommend following and consulting with the industry leaders.
I have noticed that certain companies are making a name for themselves by offering expert support. For example, GROW AI focuses on creating AI-powered chatbots specifically designed to help other businesses within the eCommerce industry. I learned about this company through an interview with the founder, Liziana Carter. From automating Facebook Messenger, Instagram and Whatsapp direct messages to providing unique insights into customer bases, they have changed the way businesses approach e-commerce.
By watching other companies innovate, I learn about trends and new ways to approach how I do things. The e-commerce space is competitive and fast-paced, and it can be hard to keep up.
When deciding where to improve your online customer service practices, prioritize a few of the basics. Think about what you value in a business experience, and then make sure you offer it to your customers. Quick and easy communication must be available and accessible. If you’re struggling with that, consider using current resources. Staying up to date as social media trends continue to change eCommerce is key to experiencing success.