Use social media to provide excellent customer service.
A lot of businesses use social media in their marketing strategy but unfortunately, a lot of them still don't know that they can use it as an effective customer service tool. Since consumers now have the power to engage with your brand 24/7, you should be able to provide quality and timely response to their queries, comments or complaints.
The Importance of Social Media for Customer Service: Some Stats to Consider
According to a survey conducted by Harvard Business Review, people are most likely to tell their personal network about their experiences with their brands. In fact, 23% of customers who had a positive interaction with their brand and 48% of customers who had negative interaction with their brand told 10 or more people about their experience.
In addition, they expect to receive timely response to their queries. According to a survey conducted by Hubshout, a company that provides internet marketing solutions for online businesses around the globe, 32% of consumers expect to receive a response from their favorite brand's social media account within 30 minutes while 42% expect to receive a response within an hour of posting their query. It is also interesting to note that 38% of people who didn't receive a timely response harbored negative sentiments towards the particular brand.
Taking these figures into consideration, you can clearly see why you need to provide excellent customer service through your social media accounts. So, how can you do it? Here's how.
Tips in Using Social Media for Customer Service
· Monitor your social media accounts. Always keep an eye on your accounts. If you can't possibly do it yourself, then have someone do it for you. Remember, your customers are expecting you to interact with them or at least, address their concerns through these channels.
· Build genuine relationships. Don't approach social media as just another channel for self-promotion. Use it as an opportunity to build a genuine relationship with your customers. Engage yourself in the conversation and provide thoughtful responses to your customers' queries on time.
· Always respond to issues. Don't ignore unhappy customers. Acknowledge their problems and respond accordingly. This will reassure your customers that you are willing to address their issues and that they can count on the integrity of your company at all times.
· Cultivate brand advocates. Reward loyal customers by giving away exclusive promotion codes, featuring them on your blog or sending them a personal thank you note.
· Go the extra mile. Go beyond the product by offering useful resources that your target audience appreciates.
When done right, providing customer service through social media can convert your followers to loyal customers and give your business the edge it needs to beat the competition.