From a business perspective, social media websites like Facebook and Twitter had started out as additional platforms for marketing and advertising. However, now with more and more people using these (along with other social media websites like Google+, Pinterest, Instagram, etc.) social media websites, and rising customer expectations every year, businesses have no choice but to expand their customer support horizon to the social media platforms.
As a business, you not only have to establish a presence on social media, you have to be a game-changer, and that’s exactly what we are going to discuss in this article.
Timing is everything
One of the most dreadful things customers go through while getting in touch with a company’s customer support through traditional means like voice support or email support, is the long hold times and response times.
This is where social media customer service becomes a popular choice, especially for customers. Customers expect an immediate response and those companies that fail to provide timely responses are those that loose reputation. This is where several business tools like customer support software could be implemented in place. Its inbuilt features like auto-response for customers make getting back to the customers, even at odd hours, an easy, simplified process.
Unite B2C interactions
They may not be experts in the field of your business, but being consumers of your business’s products or services give them first hand experience. They may have reviews or feedback to provide, complaints to make, recommendations or simple queries. Whether it is something positive or negative that your customer says, embrace it with arms wide open.
Customer feedback travels a long way in the social media world, and has the power to make or break your business’s reputation. So before you establish yourself on social platforms, ensure that the core elements of your business, which is the main product or service, are well planned and properly setup.
Make it valuable when possible
Studies show that 78% percent of the online customers recommend a brand to friends and other contacts after a great customer experience. However, 86% consumers quit doing business with a company because of a bad experience.
It is important to know how and where you can add value in order to deliver the best social media customer service. Identify the ways in which your customer base uses social media, and build a strategy around these findings. There are companies that have opened themselves up to customer feedback and ideas, in order to get more people engaged with their business. Not only does this increase incoming traffic for your business, but also this way you can personalize your services, adding value to the customers’ experience.
Many would argue that social media customer service is not really customer service, but it is. Period. Like in any other customer support process you need to get the basics right in order to provide satisfactory and meaningful service.
The way business is done in today’s world is very different. As compared to traditional ways where the focus was solely dedicated towards providing an exceptional product or service, now business focus more on having a satisfied customer base, which is probably the most important element of a successful business.
Whether you are a small business or a large one, it’s never wrong to take inspiration from someone who’s carrying out their social media customer service well. So be motivated, stay inspired and it will reflect in your (growing) customer base.