The cost of social customer care is an item that every company has to keep in mind. Never as in this case, however, is the quality of the service important, which falls directly on the customers, that is, the end consumers.
We Are Fiber gives you the opportunity to make use of an excellent social customer care at a competitive price, perfectly combining savings and quality.
Knowing how to organise a social customer care is the first step to creating a tailor-made customer service, with the main objective of building customer loyalty.
According to a recent report we conducted, the partner companies that relied on our social customer care service saw interactions on social channels grow by 35%, with a conversion rate that rose up to 23%.
Low-quality social customer care: how much does it cost you?
Before asking yourself how much social customer care costs, you should know the damage that a poor-quality service can do. A dissatisfied customer, first of all, will not turn to you, but above all will speak badly of your company with serious repercussions on your web reputation. On social media word of mouth becomes viral, to the point of causing incalculable damage to your business.
Doing customer care is an indispensable activity, especially for small and medium-sized enterprises that have to make the most of all the opportunities that the online world offers. Ineffective assistance is one of the “epic fails” absolutely to be avoided.
You just have to know that an ineffective customer service generates damage of 83 billion dollars to American businesses. 63.9% of customers consider the support service much more important than the cost itself of a product or a service. It is therefore not surprising that 55% of them are willing to pay more, provided they are certain of receiving professional and satisfying assistance.
89% of customers who have had a bad experience regarding customer service do not think twice about abandoning the brand in favour of a competitor. Product quality and competitive costs are not sufficient: you have to provide for the needs of every single customer, from the first approach to the after-sales.
This is why the price to pay for a social customer care is secondary. Saving is the mantra of every company, but it is better not to push your luck too far when it comes to customer support.
The three models of customer care
The cost of social customer service can vary based on the type of service used. Three can be identified:
- in-house customer care;
- outsourced customer care;
- customer care automation.
In-house customer care
In-house social customer care involves the use of internal resources to guarantee a service operating 24/7. In this case you would have to hire a minimum of 4 operators to cover all the time slots, both daytime and night-time.
Costs begin to rise and the operators themselves, especially in periods of peaks of requests and at peak times, could literally go haywire, failing to manage the situation.
It is difficult to quantify the costs of in-house customer care, but they are certainly much higher compared to any other solution. You then have to consider the improper use of your internal resources, which are “squeezed” for work far from the company’s core business without the possibility of enhancing their abilities.
Outsourced customer care
More and more companies decide to outsource social customer care services, entrusting them to a specialised company, like We Are Fiber precisely. The company can thus focus solely on its core business, delegating tasks such as customer support to a qualified and specialised partner.
Customer care automation
Another type of customer support is social customer care automation. Chatbots are used which, thanks to Machine Learning, learn over time so as to hold a conversation as if they were flesh-and-blood people.
In this case costs tend to rise, but you have to consider the return in terms of time recovered and money saved. We at We Are Fiber have developed the so-called conversational chatbots which, supported by an innovative and efficient Artificial Intelligence, are able to hold fluent and also pleasant conversations, converting the user into a lead.
The advantages of social customer care
The costs of social customer care can vary depending on the instruments and the services required. As already highlighted in the course of the article, social customer care should not be seen as an expense, but rather as an investment.
Just think of the immediately tangible advantages:
- speed in responses;
- saving of time;
- saving of money;
- better reallocation of internal resources;
- better performance of employees to the benefit of greater productivity.
The savings and the success of your company are directly proportional to the investment made.
Do you want to know more and receive some quotes? Contact us and together we will find the winning solution!
