Thursday, June 19, 2014

Amp Up Customer Service With Social Media

When you have worked at your business long enough, you learn that it is a lot harder to gain new customers than to retain them. This is why excellent customer service is so vital. Social media offers entrepreneurs and customers another platform for engaging with one another, making it an ideal place to set up a customer service center.

Poor customer service is the top reason that consumers give when they decide to stop doing business with a company. Word of a bad experience with a brand also travels much further and wider than a good one, so it is important that you are doing all you can to be customer service superstars.
Social networks are some of the most effective arenas for businesses to provide customer service to their loyal shoppers, as well as attracting new ones.

Here are the reasons that you should be making social media a bigger part of your customer service strategy.
Get real-time feedback from your customers
Before businesses started using social networks like Facebook, the only way for a customer to get into contact with a company was through the phone. And even then, it was a long wait before actually speaking to a real-live person.

Letting your customers reach out to you through a post on your Facebook wall or a tweet or direct message gives them a faster way to contact you with questions, complaints and compliments.

Gain more trust
One of the keys to being successful in your business is being a brand that customers trust. Social media allows you to build up trust with the people who use your products. When you have customers who trust your business, you will soon see that they are happy to play the role of brand ambassador. Brand ambassadors are powerful marketing tools who will promote your brand on their own with positive reviews and word-of-mouth.

Keep customers up to speed
Some promotions and sales need to be announced quickly. This is where social networks come in handy. You can quickly and easily spread the word about an upcoming flash sale or a special discount on your website for your followers. Your fans get to stay current with what's new with your business and they get to jump on any great deals that you are posting.

Be relevant
One benefit of being active on social networks is that you get to stay up-to-date on what your customers want. You can see what they are talking about, find out what matters to them. You can use the platforms as a way to get information from them as well as to them.
Customers want to know that you are going to take the time to answer their questions, respond to any complaints, and engage with them on a real-time basis. Using social media as a part of your customer service strategy will help ensure that you are doing exactly what your customers expect.

How are you using social media to take care of your customers online?

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