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.
Selain itu, perlu diingat juga bahwa penting bagi bisnis untuk tetap profesional dalam menggunakan media sosial. Meski hangat dan ramah, kesan profesionalisme tetap harus dijaga, layaknya sebuah Contact Center yang baik. Ingatlah, setiap customer itu berharga, dan kehadiran bisnis Anda di media sosial dapat meningkatkan customer engagement serta customer experience (CX).
Dengan mengintegrasikan media sosial dengan contact center, Anda tidak hanya memberikan pengalaman yang lebih baik kepada customer, tetapi juga memperkuat kepercayaan mereka terhadap bisnis Anda. Manfaatkan peluang ini dengan bijak dan percayakan pengelolaan Contact Center yang terintegrasi dengan kanal media sosial bersama KPSG, mitra handal Anda untuk meningkatkan customer engagement melalui omnichannel experience.
