The use of Computer Mediated Communication (CMC) is at an all-time high thanks to the overwhelming increase in popularity of social media platforms. People are using their social media accounts, instead of their phones or emails, to message their friends, family members, and now businesses. Including CMC in your marketing strategy has huge rewards if used effectively.
A recent study by Nielsen Ratings found that 53% of people say that they're more likely to shop at a business that they can message directly. Regardless of age, people prefer direct messaging over calling or emailing, as messaging has made communication much simpler, more ongoing, more frequent, and more thoughtful.
What does this mean for companies both small and large? Be available. Creating a company Twitter or Facebook account should be one of the very first steps in your marketing plan. Not only do social media pages provide obvious advertising but they make your target audience more comfortable with your brand and the product/service that you provide.
We recommend Twitter and Facebook in particular, because both of these platforms provide trusted communication tools that are reliable and efficient. Facebook provides a Messenger tool specific to businesses in which notifications will go directly to your smart phone. This Messenger tool can be found as a separate App from Facebook in your phone's App Store which provides a simple and easy to navigate interface.
According to a study that Facebook conducted, if you use Facebook messenger already, you are not alone. "There are more than 2 billion messages sent between people and businesses each month, including both automated and people-initiated."-Facebook. Computer mediated communication channels, like Facebook Messenger are used by companies for reasons ranging from customer service to product availability.
Being available and reliable is a key piece of successful business to customer communication. By using computer mediated communication, you are providing your customers superior support that helps them gain trust in both your company and products. If your business is product or service based and your communication tools are not up to date, you will fall behind. Help your company succeed by adopting computer mediated communication.