Social media has become such great platforms for companies looking to communicate and expand with their consumers, and they provide an opportunity to deliver amazing customer service experience. Social media is useful for improving people’s ideas and impressions of the brand compared to conventional means of communications because when you solve problems for your customer online, thousands may see your response.
That being said, the risk of something going wrong can still exist. We’ve outlined a few practices for providing exceptional service through social media.
Delivering outstanding customer service takes time and resources, and you should choose wisely by determining which social media sites your consumers use the most. For most, LinkedIn, Facebook, and Twitter are the most popular, but depending on your industry, your customers might be more engaged through other platforms.
The social media sites where you are having the most success, so most shares, most likes, and other engagements, should be the platforms you focus on since your target audience is most active, and most likely your customers are more to contact you with any concerns.
Listen to Concerns
Social media has changed the way that consumers interact with brands and the same the other way. Marketing is no longer placing ads in front of people that communicate you message, product and telling what the user should feel about your brand. Social Media has created two-way communication between your customers, potential new customers, and you. It’s now a source where customer directly respond to you and express thoughts about your product or service. That’s why it’s so important to pay attention to what people are saying about you and your brand, and how to know what to respond accordingly with.
Doing this will involve more than just checking your direct messages or have a set auto respond to reply. You must have a plan in place for ongoing checks of negative and positive comments left on your pages and posts, and also checking outside posting about you and or your brand, so you know what is being said.
Respond, respond, respond!
No one likes to be ignored, especially when you have a concern and need an answer. Making sure you respond to people who communicate with your brand is vital. Negative comments that go unanswered remain there for the world to see could make your brand look careless.
Also, never delete negative comments. People who are willing to go to the effort of posting a negative comment are more than willing to point out that the comment has been removed and this can screw up your social branding, big time. Responding to the negative comment and trying to make it a positive experience can and will up your social branding, because you are a problem solver for your customers, and that’s what customers want.
Responding to positive comments is always a plus as well, as it builds profitable relationships with people and makes your company appear positive and proactive.
Make Everything Efficient
Optimize your social media profiles so that communication with your company is as easy as possible for all consumers. This is vital if you receive a high number of messages.
For Facebook, enable instant replies to let consumers know that you will respond and addressing their concerns that they wrote you about. Add a “message” button to your Facebook as well as different contact buttons onto your other social media pages.
Allow your comments to be on when you post on any platform so that consumers can ask quick questions or speak to one another about the product or services.
Social Media isn’t a question of if, but how and what to do to make it better. Before you engage, think about what, how and when. Having a strong strategy of which platform, you are going to use to communicate which message where, and the level of activity on said platform will be all factors in your success. Especially when it comes to customer service and providing the best service you can.
We understand that social media can be overwhelming, and how they all differently effect your business. Here at Insiteful, we can help make a success plan for you and your social media success. We want to provide you with the results your business deserves on social media.
Give us a call today to start planning today!