5 ways to improve your business’ customer service using social media ?
Social media is an integral marketing tool for businesses of all shapes and sizes. As well as helping to bring in new customers, it is also a fantastic way to nurture your relationships with existing and potential clients.
Forward-thinking brands have already switched their customer service focus onto social media, investing in chatbots and using Facebook Messenger to provide timely responses to customer queries. It’s a necessary shift in mindset, as research shows that over two thirds of consumers turn to social media for answers to their customer service questions.
Here are 5 simple ways to improve your business’ customer service via social media.
1. Be human
A key USP of social media is that it gives businesses the chance to humanise their brand. Showing some personality through your content helps users get to know the people behind your business, increasing the likelihood of them reacting positively to you or using your service going forward. Giving human answers to customer queries will also make them feel more valued, leaving the impression that their concern was actually listened to and acted upon. A personalised, human response is a great way of turning an issue into a positive experience.
2. Reward your customers
A brilliant way to connect with your customers is by acknowledging them on your social channels. If they post photos on your page, or even simply leave a review, making it known to the rest of your followers – with their permission of course – is a great way to generate engagement and encourage other users to get in touch with their successes. Once you and your users get into this habit, you’ll start to grow an interactive community, pushing engagement levels up and improving your brand reputation.
3. Respond quickly
When it comes to social media, people want responses fast. Research from Convince & Covert has found that 42% of consumers who complain on social media expect a response within the hour. Leaving an angry comment in the public domain without replying to it is a dangerous game, so ensure you’re keeping tabs on visitor posts. It’s advisable to put an auto-response on your Facebook Messenger, and if you only operate your social page during office hours, be sure to make people aware of this fact.
phoneline now dead.v disappointed TR,used many times without fault.monarch/Ryanair have issues I know but you have other customers too!!— Steven Boyle (@sboyle5673) 3 October 2017
4. Turn negatives into positives
Unfortunately, no matter how great you are at customer service, your business is bound to receive some negative attention on social media. However, we recommend to all of our clients that they keep the reviews section on Facebook active, as the benefits of positive reviews outweigh the negatives of poor ones. What’s more, it’s how you respond to these negative reviews that will set you apart from your competitors. If you remain patient, positive and provide a resolution to a complaint, other users will see this and know that you’re proactive when it comes to customer grievances.
5. Be engaging
Engaging and interacting with your customers is what makes social media so fun. Be curious, ask questions, encourage users to get involved with your brand and voice their opinions. When customers to engage with your page, make sure you’re replying to them – sparking a conversation can help to build relationships and generate business for you down the line. What’s more, if customers feel like they relate to you on a personal level, they’ll be less likely to complain in the future. Everyone’s a winner!
Using an agency to manage your social media can help you transform your customer service. If you’d like to find out more about Digital Media Team and the social media management service we offer, click here. Alternatively, you can call us on 0800 808 9980, or drop us a line at firstname.lastname@example.org.