How to use Social Media for Better Customer Service.
Since Facebook took the world by storm back in 2004, the world has developed an undying infatuation with social media. While platforms such as Facebook and Twitter have reshaped the way we communicate, they have also emerged as an invaluable customer service tool. Regardless of market sector, businesses can use social media accounts to communicate with customers in a way that challenges the boundaries of conventional customer service. Want in? Read on for a comprehensive guide on how to use social media for better customer service.
Get your business on Facebook
While it is inherently social, Accent Marketing has also identified Facebook as America’s favourite customer service platform. Why? At its core, Facebook is quick, convenient and personal. This makes it the ideal customer service tool for businesses wanting to wow their customers with a rapid response. Consumers also love the transparency that Facebook offers. The public nature of the site means that customers enjoy complete peace of mind that tall communication will be candid and fair. This also works in the favour of a business as it gives them the opportunity to publically demonstrate a dedication to customer service and showcase positive outcomes. One of the keys to mastering the art of using Facebook as a customer service tool is to build a dedicated team and respond to any questions or queries as quickly as possible. You’re essentially giving your customers a 24/7 service line and while replies don’t have to be instant, they do have to be swift.
Harness the potential of Twitter
Twitter is all about real time updates which makes it a great way to give customers what they want, when they want it. Rather than spend hours dialing call centres or filling in complaint forms, customers can use Twitter to instil immediate action. Once again, the trick to conquering Twitter is to respond as quickly as possible. If not, you run the risk of complaints starting to ‘trend,’ as seen in the recent O2 and British airways debacles. It’s also important to stay positive, whatever the situation. Your responses are publicly on show which means that as well as making an impression on the customer in question, you’re also presenting an image to the wider Twitter community. You’ve only got 140 characters to use so keep it upbeat and optimistic!
It’s critical to remember that keeping customers happy and satisfied can have a direct impact on your bottom line. In fact, it costs around 7 times more to secure a new customer than it does to maintain an old one! With this in mind, you can use the above tips to enhance your customer service strategy and implement social media as a primary tool.