Social media is a great tool for customer service. Small business especially can benefit from connecting with their clients on a broad scale with minimal time invested.
Social media is the new word-of-mouth marketing. In the “old” days before social media, word-of-mouth marketing was done behind closed doors. Now you can see how your brand gets known via the best word-of-mouth marketing ever invented. Along with that wonderful window into your market comes the need to provide customer service on each social media channel.
The Change in Customer Service
Today, more customers like to receive customer service via forums, web chat, and social media than want to talk on the phone – and the demand is growing. When you think about it, customer service isn’t just about appropriately responding to negative complaints; it’s also about servicing your clients and customers by engaging with them when they’re talking about your brand.
With social media you can listen to your clients and monitor issues before they even become a huge problem. If you provide top-notch service, you’re going to increase customer loyalty in ways you may have never thought possible. It doesn’t matter if you’re a large corporation and well-known brand, or if you’re a mom and pop bricks and mortar shop, or a sole proprietor running their business solely on the internet. Social media customer service demand is growing and here to stay, and it’s time to find out how to take part.
In the past, unless a customer called with a complaint the business had no idea that anything was wrong with any aspect of their product or service. But today, with social media, even if a customer doesn’t contact you with an issue, they will talk about it on social media. It’s up to you to listen, respond, and make it right. Social networks are where your customer is talking about you for bad and for good, so be ready.
Good Customer Service Is Good Marketing
It’s true that on a social media channel it’s possible to miss complaints buried in other comments, but make it your business to read, or pay someone to read, every last comment. Not only might you discover opportunities to provide excellent social media customer service by helping a customer or potential customer answer questions and fix problems, but you can also use the information gathered as a way to create new products and services for your market.
If you find that managing your social media accounts adds a lot to your day, consider hiring a Social Media Manager who can help you by keeping you updated with any customer communications.
The more actively engaged you are with your social media pages the more customers you will attract because people like to deal with people – people who understand their needs!
Are you having a hard time connecting with your customers? If so, sign up for my FREE e-course that will show you how to immediately start building a great relationship with your prospects and customers.