Enhancing Business Customer Service Through Social Media

29 Sep
It now seems to be obvious that we are living in an age of instant gratification in nearly all aspects of life. Social media is an evident tool for customer service that can be used productively given the right measures are taken. Instead of waiting in frustration on the phone for a 1-800 service technician to answer, consumers are now turning to social media for numerous customer service concerns.We’re living in an era where a negative review online could spell disaster for your future business endeavors with customers. Most local businesses lack the knowledge of how to accurately use social media proficiently to gather customer feedback. To be perfectly frank, endlessly sifting through comments, twitter @ mentions, product reviews, and direct messages from all across the web can be quite overwhelming, especially if you have no idea where to begin.
As a business you have to understand that customers expect you to listen to their concerns while quickly defusing the situation with an instant solution. 81% of consumers using social media find it significant for a business to respond directly to the customer in a reasonable amount of time. Make sure to check all social media accounts frequently to make sure you’re on top of every aspect corresponding to your business’ customer service. Whether it is a comment, question, or complaint, make sure you respond as quickly as you possibly can to show that you care about keeping the relationship between you and the consumer constructive.Another important aspect of customer service through social media is the fact that people want to see you for who you really are, not some big ominous corporation running the show. Make sure to include a professional profile picture, fill out your biography with necessary information, and make frequent posts. Anything and everything that can reveal your brand’s personality shows that you’re humanized to the consumer, which is one of the most important aspects of successful social media practices. Consider partaking in conversations that are initiated by customers, share articles that may interest your target market, and reward those who interact often.

A simple evaluation can easily measure your current social media interaction success. Are you receiving positive feedback about your product/business? Are you following up with recent customers? Is your number of complaints mentioned online decreasing? Are you responding to everything in a timely fashion? Is your fan base/following increasing over time? How are you using social media to ensure superb customer service? In what other ways could you incorporate social media into your customer service approach? It is important questions such as these that must be considered before social media success can be achieved.

If this article interested you, check out 3 Examples of Stellar Social Media Customer Service.

Author, Robert Freeman Smith

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12 Responses to “Enhancing Business Customer Service Through Social Media”

  1. business it support October 5, 2011 at 1:27 am #

    Great using of social media which id=s the best in marketing and great way to expand your things among the people..

    • LSJ Media October 11, 2011 at 5:09 pm #

      It is certainly helpful for marketers to reach out to prospective and current customers through social media. However, it can really be a full-time job if you want to do it right!

  2. seo October 6, 2011 at 2:45 pm #

    Thanks for that awesome posting. It saved MUCH time :-)

    • LSJ Media October 11, 2011 at 5:08 pm #

      You’re welcome! Be sure to find us on Twitter. We are posting content to our feed all the time! @LSJMediaBizDev

  3. Teodoro Thurner October 24, 2011 at 6:06 pm #

    There are definitely a lot of details like that to take into consideration. That may be a nice point to carry up. I supply the thoughts above as basic inspiration but clearly there are questions just like the one you carry up where an important factor can be working in trustworthy good faith. I don?t know if best practices have emerged around things like that, however I am sure that your job is clearly identified as a good game. Each girls and boys really feel the influence of only a second?s pleasure, for the rest of their lives.

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