Living up to the demand for immediate response on social channels

2022 is the first year where social media users are the clear majority from the start of the year. With users growing to 4.55 billion people around the world in 2021, More than half of the world population is now using social media. So the opportunity to connect to your customer in 2022 is greater than ever… if you can connect with them on the 6-7 social channels they are using per person.

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.

Social channels

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!

Rico Ramars
Account Executive

Want to know more? Let us know!

Get in contact with our experts and find out what Social25 can do for you!

Want to know more? Let us know!
Get in touch