We might not want to admit it but our engagement levels are increasing on apps such as Facebook, Twitter, Snapchat and other social media platforms. Social media has become an important part of most people’s lives and businesses have responded to this by using social media for customer service. This offers convenience for customers and it also improves and enhances the customers’ experience when dealing with a company.

Customers Can Direct Message From A Website


Facebook and Twitter recently launched new message buttons which businesses can add to their website so customers can now send a direct message to the company on Facebook or Twitter from the company’s website. These new features offers customers more options so they can use their medium of choice to contact the business.

Whilst convenient for the customer, it is also an opportunity for a business to connect and communicate with its customers and ultimately, build a following on social media. You can create a message button for your website here on Twitter and Facebook and follow the instructions on each page. If you scroll down to the footer of our website you can see an example of the Twitter direct message button and the Facebook tab/button.

Meeting Customers’ Expectations


Enable Marketing Customer Service ExpertsWhen businesses have a presence on social media, and most do at this stage, many customers will contact the business through that social media platform. Research by Convince and Convert.com, into customers’ expectations when contacting businesses through social media, found that 32% of customers expect to get a response from the business within 30 minutes and 42% of people expecting a response within 60 minutes. Even at weekends and at night time, 57% of people expect to get the same level of service that they would receive during normal business hours. Wow!


Proceed With Caution


Businesses need to have a presence on social media and meeting this level of service is a challenge for large businesses and it is especially challenging for small and medium sized business owners. If you choose to add these new message buttons to your website you need to ensure that you can offer the level of service that is required to keep your customers happy!

Featured Image by Pixabay.com/Stux


Cathal Quinn