Social Media Marketing Agency Lists Forecasts for SM Messaging

In terms of customer service and brand reputation, social messaging is critical.

Customers flock to Instagram and Twitter direct messages for quick answers to their queries, while messaging channels like Meta's Messenger and WhatsApp have been widely adopted.

So, where do we go from here?

The social media expert of our social media marketing agency in Kolkata lists three forecasts about social media messaging for 2022 and beyond.

Social Messaging Will Become the Primary Channel For External Communication

Direct mail, e-mail, and toll-free calls are losing favor with customers. They are increasingly turning to social media for customer service.

Customers don't want to wait hours to get answers to their issues or product questions. They want instant gratification.

Nearly one-third of business executives believe social media will become the primary customer service and support channel. In addition, it will become the preferred channel for external communications, says one of the best digital marketing companies in Kolkata.

Social Messaging Will Increase the Need for Humanization

We've all dialed a customer service number and received an automated message, only to be greeted by jazzy elevator music. But it's not going to cut it anymore.

Consumers want quick and convenient, humanized customer service to solve their problems.

More than 70% of customers expect conversational care experiences when interacting with businesses.

Social Messaging Will Play a Bigger Role In Strategy

Many brands have already integrated social messaging into their customer service strategies. However, there is plenty of opportunity on the table.

According to the best social media marketing company in Kolkata, understanding your audience is one of the top considerations when evolving and expanding a social messaging strategy.

Along with understanding target audiences(s), social media messaging will also be used as a communication tool and a means to gather the voice of customer feedback.

The insights gained from social messaging data help inform other marketing tactics, future campaigns, and product roadmaps.