facebook

Social Media and Customer Service

When most marketers think of social media, one of the most common advantages they think of that can help their business is the attraction of customers and sales leads. However, that’s not the only benefit that social media provides businesses anymore. In this digital age, we can use social sites to connect with customers and directly provide them with customer service and support in a matter of minutes.

It has now become easier for customers to comment or send a direct message to your company’s social profile with a concern or question about your service or product. This is due to the old issue of long holding times if a customer wanted to solve an issue over the phone. It was almost impossible to resolve a customer complaint in a reasonable amount of time, and forcing them to wait would only make the situation worse. But now, with just a few clicks, a business can resolve a problem within a short period of time, and customers are happier for it. However, there are a couple of things a marketer or business should remember when it comes to offering customer service online to maximize its effectiveness:

Make Sure You’re Listening

Once your business dedicates itself to providing customer service through social media, make sure you have an individual or team of people constantly on the lookout for a customer with a complaint or question. The worst thing you could possibly do is not respond to a customer because you weren’t paying attention, and nothing makes a customer more upset than the negligence of a company.

Act Quickly

As soon as you notice a customer complaint or question, try to respond no more than 24 hours later. Your goal is to try resolve the issue as quickly as possible. Making the customer wait past that point is just as bad as leaving them on hold over the phone for a long time.

When customers post complaints online, it’s good to realize that it is a social site they’re posting on, meaning that other people besides your company can see it too. Remember: most people are likely to post reviews about bad experiences than good ones. Tread carefully in how fast and how effectively you respond to a customer online.By doing this, you’ll retain a customer you might have lost otherwise. In addition, if others online see that your company is able to resolve an issue, and do it quickly, it’ll look better for your business.

Social Media Marketing and Business

As we travel further into the digital age, marketing efforts become more reliant online than off. That’s not to say that traditional marketing no longer works; rather, online marketing has grown to become an important asset to a business’s success in addition to traditional marketing. One of the most recent online marketing efforts that’s starting to boom is through social media.

Social Media Marketing

Social media marketing (SMM) is a type of internet marketing that uses different social networks for marketing communication and branding. There are numerous benefits to using social:

  • Listening Power: The audience you’re looking to market your product or service to is most likely active online in some form or fashion. Through social media, you can see their online content to learn more about them and the things that they care about. Remember, you’re trying to reach a real person, not just another customer.

  • Branding: There’s no better way to show people online who you are and what you’re all about than branding through social media. This is your business’ opportunity to show your brand’s voice. The audience you’re most interested in should be attracted to what you have to say online.

  • Increase in Sales Leads and Generation:If people like what you post online, they’re more likely to share that content with other people like them. This would be the equivalent to traditional marketing’s “word of mouth.” This gives you the chance to be on top of potential sales leads that your followers provide you with.

An important thing to remember is that social media marketing is not to be used primarily for promotion. Nothing turns people off more than seeing a company’s ad cluttering their feed. If you want to reach your audience, you have to connect with them. Be willing and open to start conversations if you have to. Share their content. Comment on posts that may relate to your product/business. The more personable you are with people online as a business, the more approachable and desirable you’ll appear.

X
Rank Checker

See How You Rank In Your Immediate Area!

Did you know that search results on Google vary from one neighborhood to another?
See how you rank in your area against your competition with this Free Tool!

Compare Now