Consumers aren’t just using social media to keep in touch with their social circles anymore; they’re using it to voice their opinions about brands and services, lodge complaints, ask questions and have their issues resolved. Using your company’s social media pages as a customer service tool is an excellent way to provide real-time help to customers anywhere in the world – and to let everyone else out there know that you care about your customers.
Here are some steps you can take to improve your customer service via social media:
- Check all of your social media pages daily. You don’t want to let too much time go by without monitoring your social media pages; there may be a customer who needs assistance and their issue may be time-sensitive – a lack of response from you might make them think you simply don’t care.
- Respond to the positive feedback, not just the negative comments. It may be tempting to bypass the positive comments and get to work handling the complaints or questions, but customers who take the time to leave positive comments need to know that their business is appreciated.
- Monitor your competitors. The great thing about social media is that most platforms are public forums, so you can see what your competitors are doing. There’s nothing wrong with a little healthy competition!
- Do a daily search for your company name. This is especially important on Twitter, where complaints, comments and questions might not always reach you. Take an hour each morning and search through all of your social media sites for mentions of your company name.
The rise of social media means that customers aren’t content with the traditional “Contact Us” button on your website anymore. They want real-time answers and many take to social media pages to get the feedback or assistance they need. Connecting with your customers on social media is a convenient way to answer their questions and solve their issues in a timely fashion while allowing you to see what others are saying about you.