Social media is an essential marketing tool for modern businesses. However, to benefit from this strategy, you have to do it well; if you don’t manage your social media presence carefully, it can damage your brand and drive potential paying customers far away. With that in mind, here are some social media tips for your business customer service.
Build Genuine Relationships With Customers on Time
Many businesses see social media as just another channel for self-promotion and don’t necessarily respond when customers comment or engage with their posts. Use your Facebook and Twitter accounts to build genuine relationships by engaging in conversations. While not responding can harm your producer, you should also respond in a reasonable amount of time. According to a study by Convince & Convert, 42% of consumers expect a response to any social media review within 60 seconds, and nearly a third expect a response within half an hour.
Use Hashtags Strategically
Using a specific hashtag helps customers look for their issues under that hashtag. You can also add more information and curated content to the hashtag. Wix, an internet development site, mentions three types of hashtags to use: Posts, Trending, and Brand Specific. Once it’s essential to follow hashtags and trending content, especially during the vacation season, it can be just as beneficial to create brand-specific hashtags for various campaigns. For example, Wix uses #WixPhotography to market their photo contests.
Focus on Building Customer Advocate Base
When a customer has a bad experience with a company, one of the first things they often do is write a negative review online. Instead of responding to negative reviews, your company’s strategy should be to provide such good customer service to create a base of good, loyal customers who can push for your brand if someone has something wrong to say. Hootsuite describes a customer advocacy base for a few reliable and trustworthy customers and employees who will speak up for your brand. This demographic often goes untapped because most companies overlook the ability of loyal brand advocates.
Be Responsive as Possible
When responding to a customer complaint, listen carefully. It is essential to listen to them and let them know you’re listening. Not paying enough attention contributes to an inadequate response, which reflects poorly on your manufacturer. After all, when your brand responds to a user, it’s not just your followers who see it. No response can be considered harmful. Whether it’s an angry opinion or a positive comment, people love to be discovered and acknowledged. A small reply that employs a thank you, a ‘like’ or an emoji can significantly impact an individual scale.