If you’re feeling up to the challenge, ask your customers directly for their comments and questions about your current products.
But before you do, ensure that your social media strategy includes a plan for tracking those responses, so that your customer service team treats every customer support tweet or post as a priority, and each of your customers has a positive experience.
Although you may not think of listening to what people are saying about your competitors. But, this might be a customer service opportunity, it definitely is.
Listening to the conversations around your competitors’ products is the perfect opportunity to fill a need that your competitors cannot fulfill. That type of competitive intelligence could also provide you with a competitive edge in the market, and help you bring in more customers from your competitors.
We focus so much of our time and energy on engaging and interacting with our social customers that we may forget that it’s also alright to listen.
When you take out the time to listen and respond thoughtfully, social consumers will come to rely on the customer service you provide through these channels. It will open the lines of communication and give you back so much more than you invest.
Are you using social media customer service to listen to your customers? How does your brand help consumers through its social networks? Do you think there are drawbacks to providing customer service through social channels?