Social media has evolved into more than just a platform for people to chat with friends. A study found that 67% of customers now use social media for customer service. In fact, a study by Nielsen found that 33% of consumers prefer to talk to a brand through social media instead of a phone.
For businesses, this means that having a strategy to promote your products and services is not enough. You need to have a plan for how you will provide great service through your social accounts. Currently, only 62% of businesses focus on social customer service, while 45% of businesses even completely ignore customer feedback due to a lack of resources.
However, the bottom line is that not responding to messages can have a huge impact on your customer’s transaction rate. In comparison, providing great service through social platforms can strengthen relationships with customers. This increases the chances of people making the next purchase. It even becomes an advocate and recommends your services within its own network.
So, if you work with social media in your business, you just need to go beyond having an Instagram account or sending a few tweets. You need to put customer service at the top of your priority list.
To help you get started, here are 7 important rules to follow to keep your customers happy:
This may seem like an obvious place to start, but it’s important to make it as easy for customers to communicate with you as possible. Some pages, for example, have disabled the messaging feature on its Facebook page, making it difficult for customers to communicate with them through this method. Although this method is good and difficult to accept, you cannot fix it if you are not aware of any problem or your customers cannot reach you.
Often, companies send standardized responses that do not actually answer the question. Instead, take the time to understand the root of the problem. If you’re not clear, don’t be afraid to come back to the client and ask more questions.
A customer came to your social account for help. So help them. Don’t tell them they have to go through other channels to help, such as live chat, frequently asked questions, or call the call center. Instead, try your best to help your customer through social media.
If you need to have an offline conversation, try to make things as simple and smooth as possible by offering to call the number of your choice, without expecting them to return and stand in line.
While a standard question and answer spreadsheet can save you a lot of time, be sure to personalize each response you send. Adding a customer’s name at the end of a message, or even adding your own name, can make a big difference.
While it’s important to understand the boundaries and tone of your brand, some companies have a little fun. And make their customers laugh.
No one wants to be wrong, but it’s important to take responsibility when you deserve it. Don’t just ignore complaints and hope they go away — on social media, the opposite is easy to happen.
United Airlines finds a difficult path when a disgruntled customer makes this video about their experience, which then goes viral.
Customer service is not always about putting out the fire — just responding to a satisfied customer or saying good day to them can have a big positive impact and strengthen your customer relationship.
If you want to cage your customer service, check out these examples from FameNet that really went the extra mile.
Social media is available 24/7 for subscribers, so you might be wondering what your job is like without working hours.
It’s a good thing that the company monitored their Twitter account for hours, as they were able to respond quickly to a tweet from a customer who accidentally closed one of their stores.
Most products and services are sold on the Internet today. It clearly demonstrates the importance of the web in the lives of businesses and consumers. However, if you want to grow your business on the web, you need to implement smart strategies. To this end, there are 4 levers that you can use to improve your impact in 2022. What are they? Focus!
Natural referencing is a set of strategies that increase your position in search engines. It involves the implementation of some important elements including the use of links. For example, you can improve the net linking of a site with FameNet. If a good strategy is implemented through this platform, you will gain visibility on Google.
Unfortunately, not all of the links you find are newsworthy. However, it is important that these are of high quality so that your website is in a better position. For this, you need to get the link from a page with strong authority. To find them, you can look for partnerships or simply go to specialized platforms.
For your influence on the internet, the social network is a channel through which you can go. There is a great community of Facebook, Snapchat, Instagram, and Twitter that can serve you. To properly deploy your strategy, creating a pro page is essential. Obviously, this has to adapt to the sector of your activity.
To effectively animate your platform, there are many tips you can follow. First, you need to share relevant content related to your service. Whether it comes from your partner or your blog, it will allow you to create activity. Also, consider diversifying it to keep your customers engaged. Second, you need to be close to Internet users.
Try to have a good relationship with your audience by reading and responding to their comments. However, be sure to limit interactions to control your community. Third, show your audience that they are important to you. To do this, do not hesitate to choose to allow him to express himself. By considering his opinion, you will be able to expand yourinfluence on social networks.
Your business blog should be lively enough if you want to increase your internet presence. To achieve this, you first need to find good topics that provide readers with interesting information. You need to attract them and create traffic to your platform. It is also important to post regular content to increase the number of visitors.
Just like social media, you need to be accessible to your audience. Through your writing, you must arouse the interest of internet users and inspire them with confidence. For this, you have to write without grammatical errors. Your blog should be lively and exciting.
Reply to negative or positive comments to prove your credibility to the audience. These are all important to increase your impact.
A newsletter is a tool that you can use to increase your internet footprint. By creating great content, you will be talked about. Your customers will be proud of you and your community will only grow. Obviously, care should be taken to distribute the newsletter in the best way possible.
However, it is understandable that some companies may not be able to monitor social media all the time. Therefore, if so, manage customer expectations by specifying how long your account will be monitored. With it, you can now list those times on your Twitter account so that those times can be provided. You may even want to see how Chatbot can help you.
In short, improving your impact is a goal you can achieve. To get there, you must work on some levers. By using the right techniques you will attract a lot of customers.