The impact of social media on traditional hotlines

Social networks bring with them many benefits. They allow you to find new customers, spread brand awareness and communicate with clients in a much faster and more practical way. At the same time, however, it should not be forgotten that they have a significant impact on other forms of marketing, such as the hotline. What impact does social media have on traditional channels and can it replace them in the future?

Social networks bring new opportunities

The popularity of social networking is growing every year. As well as the number of people who use them on a regular basis. The large number of users makes them the perfect place to find new customers and thus increase profits.

Social networks bring many new opportunities. Every single brand or company can find its target group here, which can be motivated by quality content to buy, use services or any other action. Therefore, having a professional account at least on Instagram and Facebook is literally a must nowadays.

The way we communicate is slowly changing

The way brands communicate with customers today is vastly different from a few years ago. Instead of commercial spots on TV or big billboards, thanks to social networks, they can create and publish short and concise videos, funny pictures or elaborate graphics.

The whole communication process is more playful, interesting and fun. With individual posts or ads, a brand can easily differentiate itself and target a select group of customers without any problems.

How does social media affect traditional hotlines?

At first glance, it seems that social networks have only advantages and thus compete strongly with traditional infolinks. However, this is not entirely true.

Facebook, Instagram or other popular platforms are primarily used to inform about new products, promotions and discounts. In addition, they can also be used to showcase a brand’s strengths and reinforce its image.

On the other hand the helpline is aimed at helping people in case of questions with selection, ordering or complaints. It is thus a direct connection between the customer and the person who works for the company.

And while social media allows you to contact a company via messaging, the communication will never be as personal as the one they provide you with a phone hotline.

Social networks as part of multichannel

Social networks cannot completely replace a regular helpline, but they can complement it. Today, it is not enough for customers to be contacted by phone and email. Many are looking for other ways that are just as effective.

The best solution is to choose the so-called. multichannel, i.e. a combination of several forms of communication and interaction with customers. Multichannel commonly consists of:

• Phone,
• e-mail,
• web (online chat),
• social networks.

Keep in mind, however, that regardless of the form of communication, the hotline will only be successful if it is staffed by trained personnel. You can employ them directly or you can outsource them.

If you opt for the second alternative, i.e. outsourcing, a call centre is the ideal choice. It has enough experience in the field and can provide you with qualified staff that will take good care of your customers.

Can social networks replace the helpline in the future?

The fact that social networks have a different function from the hotline makes it very unlikely that they will replace it in the future. Many companies are more likely to opt for multichannel. Thus, platforms such as Instagram and Facebook will include in their customer servicewhich tends to include an order line, help desk or a regular hotline.