The strategic relevance of SAC on social networks for B2B customer service

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Customer service on social media is a reality among companies that prioritize good customer relationships and problem-solving across all official channels, including digital media.

Modernization has meant that the old customer service model based on emails or long phone calls has fallen into disuse. In fact, you probably dislike getting in touch by phone and having to listen to the music on hold for hours until you get an answer.

We also assume that you have already used Instagram or Facebook to ask questions about a product or service that interests you.

Especially for B2B business relationships , it is essential that band database social media monitoring is efficient and focused on all aspects of corporate positioning in digital media – especially with regard to interactions and requests from your target audience.

Follow the reading and understand how your industry's social networks can be part of customer service, with a dynamic and responsive SAC!

What is SAC on social media and how does it work?
The main function of a SAC is to offer specialized support to the consumer, and this includes both problem-solving and commercial opportunities through sales channels .

Customer service on social media uses digital platforms as a means to interact with and serve customers in an agile and practical way. Among the most used are Instagram, Facebook and Twitter.

This strategy has been used since 2012 and has shown significant growth over the years. A survey by the São Paulo Union of Telemarketing, Direct Marketing and Related Companies (Sintelmark) found that 92% of the 628 largest participating companies have been offering customer service through digital media since 2017.

But after all, how important is SAC on social media for the B2B market?

The benefits of SAC on social networks and its opportunities for industries
In addition to facilitating problem-solving and improving service efficiency, this strategy contributes to improving customer experience and loyalty. This is because this contact through social media brings your audience closer, humanizes your industrial brand, establishes dialogues and increases satisfaction.

A study conducted by Zendesk found that 75% of people consider customer service to be the most important factor in becoming loyal to a brand.

Another great advantage is that it also enhances your corporate image, increases your credibility with your target audience, improves your digital marketing and further awakens people's interest in your product or service.

This means you can also access feedback, analyze your metrics, and implement improvements based on the opinions of those who matter to your business.

But how to deal with the public and the best approach for digital SAC?

6 steps to implement SAC on your industry’s social networks

1. Establish customer service focused on the customer and their needs.

2. Invest in technological solutions to facilitate processes at the center – according to McKinsey , 86% of B2B company customers prefer to use self-service tools.

3. Empower your team to provide the best assistance.

4. Personalize experiences and know how to deal with all types of comments.

5. Promote social monitoring frequently.

6. Invest in specialized content marketing for social media. Count on Techd to improve your digital positioning and optimize your social media!