Customers expect an immediate response
Customers haven’t become more patient, they want rapid response and interaction, without too much hassle. Research shows that 8 out of 10 consumers look for an immediate response from brands on marketing and sales questions. Companies that aren’t ready to enable seamlessly, memorable conversations will fall behind. 65% of customers said they have switched to a different brand because of a poor customer experience.
So where can you find your customers on social channels? In 2022 just over a third of the global population is using Facebook, which sums up to 2,9 billion monthly active users. WhatsApp has at least 2 billion monthly active users. Instagram continues to have a steadily rising number of users, with 1.478 billion users worldwide. WeChat has 1.263 billion monthly active users, which are mostly based in China.
The interesting thing with social channels is the more local differences. For example, Kakaotalk isn’t big on a global scale with over 53 million active users worldwide at the end of 2021, but it is one of the most popular mobile messaging apps in South Korea.
Engaging with customers on social channels
Connecting directly with your customers on their preferred social channels is crucial to serving the demanding customer these days. But only focussing on connecting with customers isn’t helping your business ahead. You need to engage with your customers and understand their needs, that’s where Salesforce comes in. As the leading global CRM platform, it is the ideal platform to gather and use customer data. Connecting any social channel to your Salesforce environment can bring customer insights and direct communication together. That’s why Social25 was launched in 2017 as a social messaging hub to connect social messaging directly to Salesforce.
Social25 and real-time social messaging
Social25 is real-time marketing, sales and service chat application that allows you to engage in conversations with your customers on their preferred social channels such as WhatsApp, Facebook Messenger, Instagram DM, SMS, Line, Kik, Twitter DM and Telegram.
Social25 is available on the Salesforce AppExchange allowing your organization to fully leverage the power of the Salesforce platform. Case routing, language detection and sentiment/intent analysis are available right away with any channel you enable via Social25.
Watch the new video about Social25 or learn directly on the Salesforce appexchange!