With customer service, social media, and technology colliding, it's important to do more than simply guess at your next step. In order to make social media work for you, and for your customers, you have to be able to provide high-quality customer service without taking away from your product or services. The time spent figuring out your customer service strategy is going to pay off, but you have to know what works best when it comes to customer service and social media.
Listen to Your Customers
With feedback coming in through your social media accounts, you have to listen to this feedback to make it useful. When you have one complaint, you may not take it very seriously. If more than one complaint comes in that is similar, you will need to take a hard look at what your customers are saying. Feedback on social media accounts is instantaneous, and you will get an understanding of what your customers want and need when you read their interactions with your site.
Respond to Your Customers in a Timely Manner
If customers are taking the time to reach out with your company on social media, you owe it to your customer base to respond. This means that when there is a comment to a post you have made, reply to their comment. Unless you are receiving thousands of comments a day, you should be able to respond to most comments you see. Interact with your customers, and they will know that they are being heard.
Answer Messages Without Relying on a Script
It's possible that you are getting a number of questions each day that are quite similar. While it would be easier to rely on a script to provide answers, customers know when they are getting a canned response. Your answers need to go beyond the automated message, "we will get back to you soon" and go forward to a thoughtful answer that encourages further communication with the customer. Since "93% of all business buyers believe all companies should be on social media platforms and 85% of of those buyers should use social media to engage and interact with them.", it is crucial to engage with your customers on social media.
Use Social Media Data to Your Advantage
You may be surprised to learn the sheer amount of data you can gather on your customers simply by engaging in social media. From learning where your customers are, to their age, gender, and how they engage with your content, will give you a good idea of who your customers are and how to market to them. Gather all of the data you can, and analyze the data to your advantage. You can find out what strategies work best, what types of campaigns are the most effective, and what your customers love most about your business.
Encourage Communication with Your Customer Base
When you are posting on social media, you have to encourage customer interaction with the content you are posting. The more people begin to interact with what you have to share, the more people that will see it overall. Whether you ask a question, or you create a promotion for sharing a post, you have to get your customers engaged with your content. While you can pay for social media sites to share your content to a wider audience, you also want to make sure people are liking, sharing and commenting on the stuff you are sharing.
When you are in any business, quality customer service is essential. When you are on social media, this means answering client questions, responding to messages, and commenting on posts. Promote your business using social media and you will see your customer base grow.
Sophorn is the marketing guy at Trumpia, a mobile content delivery service that allows users to customize their one-to-one marketing efforts by interconnecting and optimizing all digital platforms. As an innovator in two-way SMS/MMS marketing, Trumpia's mission is to empower brands and public figures with interactive access to their audiences, reaching targeted affinity groups in a personal way. Trumpia delivers world-class content such as video, ticketing, polling, products sales, contests and giveaways.