Did you know that in 2023, WhatsApp, Instagram, and Facebook are the most widely used social media platforms in Indonesia? According to DataIndonesia.id, WhatsApp leads with 92.1%, followed by Instagram (86.5%) and Facebook (83.8%). So, what does this fact mean for your company? Find out more in this article!
This phenomenon is not just about numbers; it forms the foundation for brands to get closer to customers. Another survey by GlobalWebIndex reinforces this by revealing that, on average, every person in Indonesia has 10 social media accounts. It is amazing, isn’t it? This reflects how social media has become an integral part of daily life. So, why do brands need to use social media to interact with their customers? The answer is simple: to enhance customer engagement and reach a broader audience.
According to the survey, one-third of customers prefer to contact customer service through social media, and 67% of them use this platform to find solutions to their problems. In the last two years, customer service interactions on social media have increased by 250%. These numbers indicate the importance of social media in the context of customer service.
This is why omnichannel solutions have become a major trend in the business world. With omnichannel integration, your business can be present on various social media channels, providing an integrated customer experience. This solution not only enhances customer satisfaction but also offers operational cost efficiency and expands your business reach.
Moreover, it’s essential for businesses to maintain professionalism when using social media. Despite being warm and friendly, the impression of professionalism must be upheld, much like a good Contact Center. Remember, every customer is valuable, and your presence on social media can enhance customer engagement and customer experience (CX).
By integrating social media with the contact center, you not only provide a better experience for customers but also strengthen their trust in your business. Seize this opportunity wisely and entrust the management of your integrated Contact Center with social media channels to KPSG, your reliable partner in enhancing customer engagement through omnichannel experiences.
