Customer service is extremely important for your business. You need to be able to answer questions and queries about your brand to instil trust in your customers. According to recent data, 83% of consumers require customer support while making an online purchase.
With that high percentage, it's of the utmost importance that you maintain high customer service standards through your company's social media.
We're very passionate about customer service as an award-winning digital marketing company. We don't see ourselves as just another marketing agency. We work in partnership with our clients; their success is our success.
To help you improve your customer service relations, here's a quick list of three crucial mistakes you must avoid when using social media.
If a customer leaves a poor review on your social media or mentions your name in a post, the best thing to do is to resolve it by asking them professionally what the issue was. This indicates to the customer that you're ready to engage and ensure they don't have a repeated negative experience.
It's also important to have some level of communication in public. Whilst it can be more personal and easier to resolve issues by messaging the customer privately, other customers must see you responding to feedback positively. If you feel a private message could resolve this issue further, respond to their comment informing them to expect, a DM to discuss this further. That way, the lack of response wouldn't be misinterpreted as your business ignoring feedback.
Social media has greatly impacted how we communicate; fewer people are using telephones to call company helplines, instead looking to social media platforms such as Facebook and Twitter to reach out and seek help. Ignoring an interaction with somebody who requires your assistance will likely make them lose their patience and walk away from your brand.
Ensure you frequently check your company's social media platforms, quickly address any feedback or concerns, and provide assistance where necessary. Failure to do so could see your brand gain a reputation as a business that does not care about its customers.
It will be seen as unprofessional if you are approached by negative feedback and respond negatively. Resulting in people turning their back on your business. Being in denial when a customer comes to you with an issue regarding your company is a bad decision. You need to accept a problem with your product/service and attempt to understand what isn't working.
As an award-winning digital marketing company, we know that many find it challenging to operate as a business on social media. You must engage with customers and show a friendly face, but you must also act as a responsible business. Professionally navigating this social circle can be confusing for many companies, which is why we provide detailed social media marketing solutions, providing expert-level management at an affordable price.
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