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Social media has a lot more potential than being a place to simply post cat videos and catch up with friends, these days businesses are using social media for a number of things, including customer service and support. From questions, complaints and even compliments, consumers are increasingly heading to social media in order to communicate with businesses.
While you might have a rough idea of how you can become well-versed in social media customer service there are still basics that can be overlooked. With an effective strategy you can not only have happier customers but also increase your opportunities to grow your revenue, let’s look at how.
These days brands often have a separate account or social handle on the likes of Twitter in order to manage their customer service. For example ASOS use the handle ‘@ASOS_HeretoHelp' which works as their support network and helps filter out customer queries from their separate account which is used to engage with audiences and promote their website. A separate handle means that your social media platform doesn’t become too crammed with customer questions, letting you have two separate platforms to focus on separate content.
If customers are looking on social media for answers to their questions and comments they expect a fast response, typically within an hour. By using social media streams you can monitor what’s going on around your brand, including your complaints or queries, so that you can quickly respond to your customers. Failing to respond quickly can make your brand look unprofessional and untrustworthy, leading customers to think you don’t care about their issues, increasing their frustration and leading them to dislike your business.
Unfortunately there are millions of social media complaints out there that are going unanswered, causing a lot of missed opportunities and issues for brands. By addressing complaints you can easily turn a customers negative experience into a positive one, changing their opinion and leaving your customer happy. Failing to address these complaints and help turn the situation around can mean that customer are left with a negative impression of your brand and are more likely to share this with others.
When it comes to your social media accounts there’s no reason you shouldn’t look to provide customer support, in a world where people are relying more and more on social media to engage with brands, failing to communicate could have a hugely negative impact on your business.
Categories: Social Media