From the course: Social Media Marketing Trends

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Social customer care increases in value

Social customer care increases in value

From the course: Social Media Marketing Trends

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Social customer care increases in value

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(bright music) - Shoppers in the U.S. spent $1.7 trillion on online purchases during the pandemic. According to a report from Adobe from March, 2020 to February, 2022, consumers spent $609 billion more than the two years prior. As a result, supply chains have been stretched to capacity, more businesses were forced to move online and the influx of online orders for existing eCommerce companies skyrocketed. This has led to a significant increase in digital customer service interactions, as much as a 40% increase, estimates Forester, requiring brands to rise to the occasion. Social media is often the place customers go to ask for assistance, complain, or provide a review of the products or services they've purchased from a brand. What this means is that the value of social customer care has increased significantly, given it's becoming more of an important touchpoint in the customer experience. To elevate your social customer…

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