Social Media for Customer Care
The way in which we engage with brands has changed. The growth and popularity of social media has provided consumers with the perfect platform to share their experiences and opinions with others. This can have equally positive and negative repercussions.
If your customers are satisfied, they may recommend your products or services to their family and friends. However, if they are unhappy and remain unhappy, they will vocalise their concerns and warn other potential customers of their negative experience. This can result in the loss of customers as well as brand reputation.
Increasingly, social media is key in providing great customer service. It can be used to retain existing customers, attract new customers, and is also a tool for effectively and quickly resolving issues and complaints.
Below we have listed some simple hints and tips on how to utilise social media to provide excellent customer service.
No matter whether you choose to handle your social media profiles yourself, or whether you employ a dedicated member of staff, you need to ensure that you are consistent in your replies and response times.
The best way to ensure a comment or complaint doesn't escalate into viral news about how your company is failing its customers is to deal with it then and there.
Stop and listen
As social media is all about personal interaction, listen to what your customers' concerns are, and respond in a real and honest way. Try to be friendly rather than formal.
Use the opportunity
If social media makes a previously private issue public, you need to make sure that you provide the perfect response. By offering real responses and speedy service, you can showcase your core business values.
As well as helping you deliver great customer service, the additional benefit of using social media is the feedback it provides. You can find out what is and isn't working directly from your customers, and then use this to perfect your products and services.