Unlike just a few years ago, your company’s social media presence can now make or break your business. One small mistake, one lapse in judgment, and a PR nightmare can erupt. According to 2011 American Express Global Customer Service Barometer, consumers tell about 8 people about a good experience, and 16 about a negative one on average. This is why it is imperative to stay on top of your company’s customer service through social media. Here are the 7 best ways to improve customer service via social media channels.
- Respond Quickly – If feasible, have a team working around the clock to respond to complaints via social media swiftly and efficiently. Allowing a customer to stew over a problem will only make it worse.
- Listen and be open to criticism – If a customer has an issue, be open to criticism and figure out a solution. We can so often become offended if someone takes aim at our product or service so try to listen objectively and be receptive to their feedback.
- Post and update frequently – Obtaining followers on social media channels is one thing. Grabbing their attention and keeping it is another. Checking out a Facebook page that hasn’t posted new content in a month isn’t appealing. Aim to post 3-5 times per week.
- Reach out on a personal level – If a customer has a problem, don’t make a scene. Reach out to them in a direct message and apologize. Reaching out to them directly not only helps stifle further negative posts, but it also shows that you care on a deeper level.
- Don’t be afraid to have fun – Don’t forget that social media is a great way to reach out to a younger demographic so don’t take your posts too seriously and be sure to have a sense of humor. Hold contests to garner engagement and post exclusive offers for your followers.
- Don’t forget the value of compliments – Although many take to social media to complain, there are also folks that will send their regards. Reach out and thank them for vocalizing their experience. Send a small token of appreciation and know that they will very likely share their good experience with others.
- Encourage engagement – Push your followers to incorporate a hashtag in their comments and photos of your product or service. Hold a contest for those that participate and be receptive of their experiences. Establishing a relationship with your followers that allows them to frequently visit your site allows for them to build a loyalty to your brand.
Be sure to check out companies with a great social media presence and see how they handle their customer’s experiences. Southwest, Oreo, and Dove are great examples of how to handle customer feedback while maintaining a fun and open presence with their consumers. Having a reputation of great social media customer service can help your business thrive.