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Strengthen Business Customer Service with Social Media

How to start with social media for offering better social customer service solutions? this post will help you for everything.

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While brands were quick to adopt Social Media as an effective marketing tool via commercial messages and advertising, customers also soon jumped on the opportunity to interact with the brand through private or public messages. Of late, Social Media is becoming a vital channel of communication for customer support purposes. It is because Social Media is fast and responsive. Customers, specially millennials, prefer highlighting their concerns via social media networking sites rather than over Live Chat Support or email support as it empowers them to voice their concerns in a public realm. Brands are more wary when customers approach them via social media because they don’t want to risk it going viral on social media. add further, with the growth of social media channels, customers get the power of praising or condemning any business based on their satisfaction.

Due to aforementioned reasons, businesses are realizing that neglecting social media is similar to offering unsatisfactory services to customers. Thus, engaging in social media customer service is the need of the hour. But, the question arises how to start with social media for offering better social customer service solutions?

Identifying the Audience – It is important to have clear understanding about your ideal target audiences. And who else other than customer service team can provide this information? It is because Customer Service Agents communicate with customers directly and listen to their opinions, concerns and their expectations from the company. Based on the inputs received from customer surveys, feedback forms and the points highlighted the Customer Support team, it becomes easy to create fictional personas of your targeted audiences

Selecting Right Social Media Platform – Facebook, Twitter, Instagram and LinkedIn are some of the most important social media networking sites. The chances that your target customers use all social media channels to address their concerns are low. Equally difficult it is for company to offer exceptional social media customer services on all social media channels Thus, take a strategic move by evaluating one or two social media channels used by your audiences and offer best customer service over those selected social media channels.

Facebook for Customer Service – Facebook tops the popularity chart when it comes to social media. Moreover, as per study of Accent Marketing, 82% customers expect companies to offer great customer service on Facebook. It is the most interactive medium for obtaining customers’ feedback, updating fans about company’s new product and service, achievement, seeking their opinion before launching any product, etc. You should allow access of your brand’s messenger box to your customer support agents and make sure that they are promptly replying to messages and comments and resolving issues in a timely manner. Response time is key. Usually, audience expects responses within one-hour window. Even if you do not know what to answer, leave a standard reply that “we are looking into the situation and will get as soon as possible”.

Instagram for Offering Customer Service – People think that Instagram helps in driving sales by generating leads. However, Instagram has potential to become an indispensable social media customer service tool. Lastly, connect your Instagram Direct Message to Facebook Messenger Inbox to manage everything at one interface in a better manner.

Twitter for Customer Service – Whether you like it or not, despite its limit on characters, Twitter has come about to be a serious platform for customer service. But remember not all customer support requests should be handled in public view. Do not forget to switch to Twitter’s Direct Message feature when you want to engage in a private discussion with the customer, specially when the topic is sensitive, getting escalated or when confidential information is involved.

Understand Formal Tone of Every Channel – No matter whichever channel you are employing for offering customer service, it is necessary to understand its unique tone, etiquette and limitations. One standard tone cannot work wonders for all social media channels. For instance, Twitter supports short and direct communication whereas Facebook communication can be longer. Similarly, Twitter users expect responses within 30 minutes, however Facebook users are comfortable even if response time may exceed to 90 minutes. Thus, ensure that marketing team as well as customer service department is well-versed with these facts, create social media promotional content accordingly.

Conclusion – In order to stay ahead in the competition, it is necessary to use social media for customer service. Moreover, for offering satisfactory social customer service solutions, choosing right social media channel and understanding its nuances are inevitable.

At LiveSalesman, a leading Multilingual Call Centre with over 18 years of experience, we provide Social Media Customer Service Support in over 30 European and Asian languages. Contact us if you wish to outsource your social media customer support.

Micheal Anderson is a Web expert and blogger by hobby, currently he is working with Techmagnate in the Boston, USA.

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  1. Muhammad Mubeen Hassan

    June 4, 2021 at 6:34 am

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Food & Drink

What Is Swiggy? How Makes Swiggy Business Model Works In Startups And Make Money?

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Online meal delivery is just one of the many businesses that have benefited from the disruption caused by the pandemic. Swiggy is a business model that allows business owners to create an engaging, feature-rich food delivery app.

Customers ate their way to happiness, as they were deprived of any restricted or other activities. People are becoming more comfortable with placing orders online via their smartphones, which is a trend that is popular among GenZ and millennials.

Swiggy is the most popular online food delivery service. If you want to create an app like Swiggy, it is essential to understand the Swiggy business model. Also, learn how the delivery giant makes its money and works to please more tastebuds.

Swiggy has received more from the market thanks to a new raise, and the company’s value has reached $5.5 Billion. The delivery segment currently has over 15 million users. However, this number is expected to rise and reach 80 million.

Restaurants and establishments are looking for new business models to survive the COVID-19 pandemic. Many vendors are investing in the Swiggy Clone script. White Label Fox can help you find the right solution for your delivery business if you are looking for it.

What is Swiggy?

Swiggy India’s largest online ordering platform and delivery service are for food. It was established in 2014. The company’s headquarters are in Bangalore. Swiggy is now present in over 500 Indian cities as of 2021. The delivery platform was extended to general product deliveries in 2019 as Swiggy Stores.

Bundl Technologies Private Limited operates Swiggy’s instant pick-up or drop-off service, SwiggyGo. This service is available for various purposes, such as delivering laundry, dropping off lunch, getting lost keys, or delivering documents from your office.

Swiggy’s Success Story. Get Insight!

Swiggy now offers customers the option to receive the delivery at their doorstep. Customers can order hot, fresh meals from different establishments, and the company promises that they will deliver their orders in a short time. Is it possible to see how Swiggy achieved such great success in such a short time? We will look at the Swiggy success timeline and the Swiggy business model to gain insight into the strategy.

 

Swiggy has become a household name in online meal delivery and ordering. It has been a good success since its origination. The company has worked with more than 150,000 restaurants and is a prominent presence in 325 Indian cities. It has overcome all barriers to hot meal delivery.

Swiggy is a modern alternative to the traditional way of ordering, waiting, and traveling to get hot meals to our tables. Foodies can now have their favorite dishes delivered to their doorsteps with just a few taps.

The Swiggy Business Model – How Delivery Giant Works

Swiggy is based on the hyperlocal, on-demand delivery model. The company uses an innovative tech stack to act as a single point for all inquiries. Swiggy’s app is easy to use and allows urban foodies to order from their favorite restaurants and have it delivered to them.

It is easier to order and choose from many restaurants, menus, and prices. Delivery partners can pick up orders from restaurants and deliver them to customers within 20-30 minutes. Swiigyy uses the dual-partnership model, which is beneficial to both customers and restaurants.

One of the best things about Swiggy is that it lists delivery partners and also organizes restaurants to deliver within 30 minutes. Swiggy is a hyperlocal business model that bridges the gap between food lovers, restaurants, and customers. It works in a dual partnership model and benefits restaurants.

Discover How Swiggy Makes Money. Explore the entire Revenue Model here!

The Swiggy can earn in many ways. Economic Times reports indicate that the competition for the top spot in the meal delivery market is up 93%. It has risen from 205 crores to 397 crores. Companies have increased their efforts to expand their fleet and improve their services due to rising costs. Swiggy’s revenue streams will help you make more. Currently, Swiggy has the following revenue streams:

Delivery Fees

Swiggy makes its revenue by charging customers a small fee for orders placed. The company’s charge increases during peak hours and in unusual weather conditions.

Commissions

It purchases goods through commissions. Swiggy collects commissions from restaurants for delivering their meals via its fleet and food delivery platform.

Advertising

The advertising revenue in many ways.

  • Banner Promotions
  • Priority Listing for Restaurants

Swiggy Access

It is created the concept based on a cloud-based kitchen. Swiggy Access offers ready-to-use space to its partners even in areas where they don’t operate. Swiggy access is a company that provides ready-to-use space to its customers. Its primary purpose is to deliver meals to their doorstep.

Swiggy Super

It has launched “Swiggy Super”, a customer-only membership program. After signing up for the program, customers don’t need to pay a surge for excessive orders.

Swiggy Go

It is the top delivery company has “Swiggy Go”, launched in 2019 and offered customers instant pick-up and drop service. This service allows customers to pick up, send and drop off their items from different locations across the country.

Affiliate Income

Swiggy makes money by partnering with financial institutions like HSBC, Citibank, and ICICI Bank. Affiliate income is a unique and successful way to make money. It is also beneficial for both the affiliates and the bank.

The food delivery company has enjoyed a competitive advantage over other models due to its unique functionality and exceptional customer service. With its top-notch service offerings, it has grown its customer base. With an online food ordering app, you can offer your customers the best delivery and ordering service. Professionals developed this app.

It costs less to build an app like Swiggy. Check this out!

App development is now a standard part of eCommerce due to technological advancement. Businesses need a food delivery app to ensure their target audience has access to the products and services. Many factors, including determining the cost of app development

  • App size;
  • Select the platform;
  • UI/UX design complexity;
  • Technology selected;
  • App testing;
  • Marketing, etc.

The features and functionality that you select for your branded mobile app will impact the cost of development. You can still get your app developed for a reasonable price if you choose the right partner.

Get your Food Delivery App developed today!

Swiggy is a fast-growing company that started with food delivery but has expanded its services to other parts of the world. The delivery company is expanding its offerings to include emergency supplies such as groceries and stationery. Follow the Swiggy model to grow your delivery business.

It challenging market leaders such as FoodPanda and Zomato. Although Swiggy has established itself as a top ordering and delivery platform, its business model and revenue model are highly sustainable and innovative. Thanks to modern technologies like live tracking and a comprehensive menu, customers have found their lives easier and faster.

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