Wednesday, November 12, 2014
How To Use Social Media For Customer Service
Be easy to find: When setting up social media accounts, be sure that your profile names are consistent with your business name so that it's easy for customers to find your accounts by searching for them. You may need to get creative with Twitter and Pinterest as there is a character limit, but just do the best you can to make it as close as possible. Also, be sure to include links to your social media profiles on your website so it's clear that you're active on social media.
Answer EVERY response: When someone does find you online and takes the time to send a message, direct tweet or comment, take the time to write them back. Every time, without fail. This type of interaction will lead to creating raving fans. The key is to also respond to negative comments and complaints. I've seen some brands simply delete bad comments as if they didn't exist. This is a mistake because it doesn't solve the problem. It's best to respond and hit the issue head on to resolve it (keep in mind it's best to direct them to a phone number to take the conversation offline). This shows your future and current customers that you are willing to address opportunities and improve your services instead of sweep problems under the rug. Look, we're all human and will make mistakes. The true integrity of businesses comes out when we correct mistakes.
Be prompt: Responding to comments and messages in not enough. We must respond in a timely fashion (our team responds to all client comments within the hour unless it's in the middle of the night). Imagine sending an email to a business and you don't get a response until a week later. Basically that's the equivalent of taking more than a few hours to respond on social media. This must be constantly monitored to give great customer service in the mind of the consumer.
Look for opportunities to help: This kills two birds with one stone; Twitter has a search tool that we use daily, to look for opportunities to help our clients. You would be amazed at what people tweet! When you solve people's problems, you build trust and gain new clients.
Here's an example of a tweet found through a search for "toothache" in a 5 mile radius of McKinney,TX:
How beneficial would it be for a dentist in McKinney to stumble upon this? Business is all about being a problem solver in your area of expertise.
Well, times sure have changed as far as how we market and attract new customers. The way in which customers communicate with us has changed as well. Be sure you are prepared to service your customers via social media. If you need some help, check out our small business solution here and we can manage it for you. Click here----->social media management for small business.
Thanks for reading and here's to creating raving fans with all of our businesses!