In social media, beside posting interesting and relevant content for followers, brands should have good customer service tools. A good customer service in social media could empower you to reach out to your competitors’ upset consumers and invite them to be your customers. Consumers want to buy from people they like. Listening and engaging is a great way to gain a competitive edge.
Social media lets you engage with your customers directly. If you have concerns about something, you can ask questions and receive responses quickly. Same happens if customers have questions or complaints. They should be able to interact directly with a member of your team who respond sympathetically to their concerns and try to resolve the issue. Consumers are more likely to post and drive up their engagement with you if you respond to them. This, in turn, also increases the top of mind awareness that is so pivotal in winning customers.
Moreover, when you treat your customers with respect, it tends to impress people. Consumers will talk about it with peers, friends and family.
In addition, American Express reports that consumers who use social media to engage with businesses on customer service issues tend to exhibit more loyalty, are willing to pay more, and wield enormous influence: “Consumers who’ve used social media for service in the last year are willing to pay a 21% premium at companies that provide great service. They also tell three times as many people about positive service experiences compared to the general population. Ultimately, getting service right with these social media savvy consumers can help a business grow.
Instead to pretend that a complaint never even happened, be ready to address it. Remember you are responding publicly. When you answer correctly to a customer’s complaint, concern, or problem, you prove to other customers that you take such issues seriously. Your customers will view you as a business that cares about them, not just about profits. So, what started as a problem ended as a public relationship win for your organization.
However, your team should evaluate when some issues are better to be resolve in private. You can asking them to send you a direct message or email. That will allow them to discuss all the details in a private channel. If you can move them offline and truly solve the issue, consumers often go back and amend their reviews or mentions.
Social listening allows a brand to load up a set of keywords and when a user mentions them publicly, they are flagged in the tool. This allows the brand to reach out and engage these people. You will be listening to what people on social media are saying about you, about your business, and even about your competitors, you can learn about problems or opportunities of which you might not otherwise have been aware. You can then begin interacting with the people who were talking about you to solve a problem, develop an opportunity, create a partnership, or any number of other possibilities.
Having a social media customer service doesn’t mean you need an accounts on every platform but it is crucial to be online in some capacity. You will grow your following, improve your audience engagement, and keep your customers satisfied.