Posted by Social media has allowed businesses to interact with their customers in an entirely new way. Long gone are the days when social media was used simply for connecting with friends and family. Now, businesses are depending on social media to connect with and sell to their customers in a more efficient manner.
However, as with all avenues of business, you need to understand how to use social media properly if you want to see success in your strategy.
Take a look below at how you can ensure customers are provided with an exceptional experience on social media.
- Demonstrate Authenticity
Social media allows you to show the more human side of your business. You don’t want your company to come off as a faceless entity that pushes advertisements. You need to demonstrate an authentic experience to humanize your brand. This means you should regularly interact with your customers on social media and provide a humanistic, personalized response to their questions, comments, and concerns. This will show your customers that you care about them as an individual person rather than just another client.
- Maintain Great Responsiveness
Similar to the point above, you want to ensure you are responding to your customers in a timely manner. Every customer who sends you a question deserves to have it addressed. Many clients will stop doing business with a company if they feel like their concerns are not being addressed. Show your customers you care by keeping up with responses and offering solutions as soon as possible. With most social media platforms, you can even set up automatic replies so that people get a response even when you are not available to do it yourself.
- Clearly State Support Availability
Do your customers know which social media account is the best go-to for when they have questions or concerns? Do they have an ETA of when and how they’ll get a response? A majority of companies offer a customer service helpline or email, but social media should also be considered a support channel. Make sure your followers know the best way to reach you on social media and what kind of support can be offered on these platforms.
- Manage Issues Accordingly
Social media can be a good starting point for the customer interaction experience, but your business needs to take it to the next level. Customers with complaints often want their issue resolved as soon as possible without needing to go extra steps. Look for ways to resolve issues as efficiently as possible via social media. In the event of a major crisis, such as orders being delayed or a product being recalled, you should prepare a solid communication plan to send out via social media to best reach your followers. Social media can be one of your greatest assets not just for addressing customer issues, but also for mitigating the impact of large-scale public relations situations.
These days, social media and customer service go hand in hand. Your business should have a strategy for both sectors, but also one that incorporates both at the same time to ensure that you are delivering the best service possible to your clientele.
Give us a call at 800-565-9624, or email us at info@Syndstrat.com to see how we can help you with your social media.
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