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According to research, 95% of businesses indicate their customer care has a direct impact on their brand image. But customer service doesn’t end after a transaction is done. With social media, customers have found a new way to connect with brands without spending long periods of time waiting to speak to someone on the phone. 

Do you know the true cost of a phone agent vs social agent? Here’s the breakdown of what you need to know about call center costs, use, and benefits of social teams vs traditional call centers. 

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Preferences

Consistent customer service assistance is crucial for the public’s perceptions of a brand, and social media has changed the way customers approach brands.

  • 90% of social media users have used social media to communicate with a brand.
  • 63% of them expect to hear a reply from companies.

With less than 20% of customers preferring to contact companies over telephone assistance, it is clear that customers prefer the timing and convenience of social media customer service over waiting on the phone for long periods of time to reach a phone agent.

 

Expectations

Customers have high standards about customer service support and they’re letting companies know this. With 8 out of 10 consumers willing to switch companies due to poor service, it's crucial for your brand to keep up with customer expectations.

Although talking to a call center representative over the phone might seem more personalized, the truth is wait times and automated assistants make it difficult to customers to reach the agent and by the time they get to them, they’re already tired of this process.

On the other hand, social media customer service can help a brand handle quick and simple questions by giving customers fast answers. Research indicates that more than 40% of customers who have reached out to complain over social media expect a response within 1 hour.

 

Cost-Effectiveness

When it comes to cost effectiveness there is no doubt social media customer service takes the lead as the lowest cost service. 

 

It costs around $1 to resolve an issue on social media, versus a whopping $6 for a call center customer support.

 

A call center agent spends a considerate amount of time to solve just one interaction, while the social media customer service agent replies to multiple concise questions and is able to multitask in between sessions. 

On top of agency efficiency, equipment-wise, social media customer service only requires a strong internet connection and a computer, while call centers require more equipment and maintenance.

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First class customer service can play a pivotal role in increasing the annual return on investment, and social media customer service can help a brand improve customer satisfaction and retention rates. It is certain that the future of customer care is pointing to strategized social media customer care campaigns.

Even though a phone conversation might allow a customer to interact directly with a representative, the accessibility, results and overall costs of social media customer care are a better choice for brands to make meaningful and valuable connections with customers.

 

Is your brand ready to embrace the power of social media customer care? Contact us today and see what we can do for you.

Francisco Martinez
Francisco Martinez

As a Digital Customer Service Manager, Francisco knows the importance of listening to customers. His 10 years of social media experience make him an invaluable asset to the digital customer service team. Before joining SPS DGTL, he worked with Citi, monitoring social media outlets such as Twitter, Facebook, Instagram, YouTube, & Google+ for customer service opportunities.