Now more than ever, attaining and maintaining customer loyalty is dependent on being available at all times. Convenience has become the new normal, but it is particularly important in the world of e-mobility. EV drivers depend on charging services around the clock; and anything stopping them from charging their vehicle is stopping them from reaching their destination. That is why 24/7 access to support for charging an EV must be made easy and immediately accessible. The simple solution is picking up the phone, which is then quickly answered by a friendly expert there to walk you through any challenge you are facing. But alongside a telephone call other channels are rising in popularity, most importantly, social media.
The importance of social media customer care reflects the increased use of social media platforms, and customers who are more eager to engage and contact companies through these channels. In 2020, the global number of social media users was 3,6 billion and the amount is projected to grow to 4,41 billion by 2025. On average, people are spending 144 minutes per day on social media. Also, according to recent statistics, 59% of customers globally have a more favourable view of brands who respond to customer service questions and complaints on social media. These numbers show how important it is to be active and available on the same channels as your customers.
