Social Media and Customer Service

 

Social media sites have become more than tools to create an online marketing campaign and advertisement.  Nowadays, customers are also using this to reach and solicit advice and get customer support.  Based on the study conducted by Nielsen, more than half of the consumers are directed to the social media account of the company to complain, report satisfaction, or ask anything associated with the product.  This study shows that Social media and customer service correlate with each other.

 

Social Customer Care

 

Social Customer Care, a term used for Social media and customer service, is not a whole new term and concept. It is a significant factor that provides a multi-channel service that offers many opportunities for the B2B companies to affect the loyalty of the customer and increase their sales.  Consumers are looking for ways to quickly and seamlessly connect to the company, and social media is one of them. 

 

Tips for Social media and Customer Service

 

Nowadays, having a social media account alone will no longer cut the deal; you need a solid online presence and authority to attract consumers.  Here are some tips on raising your social media authority and providing a great customer support experience to your consumers.

 

Where Are Your Customers?

 

You have to consider is what type of social media platforms do your customers generally use.  It will help you determine where to allocate your efforts and resources and what social media account you should maintain.  Most companies tend to utilize Social media and customer service on Facebook and Twitter since their customers are more concentrated on those platforms.  Other companies use Pinterest, Instagram, Google+, and others.  To find out which platform to use, find out whether people are talking about you online.  If no people are discussing your product and services, then forcibly include your brand in their conversation.  Put something of value with your product, and people will start talking about it.

 

Listening

 

Listening is one of the most crucial factors on Social media and customer service.  You have to listen to the complaints, input, and praises of the consumers.  According to the latest survey of Oracle, 43% of the respondents wanted to receive a direct answer to their queries.  More than 88% of them vows never to purchase to a company that leaves unanswered complaints and questions.

 

Keep Track

 

When managing a social media account, it is essential to note that it is not just a ticket system for your Social media and customer service.  If there is significant traffic on your site, many questions will be posted most often than not.  Not every question needs an answer; another consumer will always be willing to reply to a particular question.  Questions that need immediate answers are technical-related issues, complaints, urgent services, and issues.

 

Every time you receive a question, make sure you are well aware of the customer's history, whether you have interacted with that person or have had similar issues before.  It will be a practical part of Social media and customer service.