Gone are the days when businesses used to rely on TV and radio ads, print media, their websites, and other traditional media to market themselves and their brands. Nowadays, social media platforms have become some of the most reliable and trusted ways of marketing.
Both big and small companies have opened accounts on various common platforms like Facebook, Twitter, and Instagram. For example, Lundin Petroleum is now on Facebook to reach all its customers, associates, and general audience with various types of information like environment conservation, philanthropic initiatives, etc.
So, how can businesses enhance their customer service using social media?
Nurturing an Authentic Relationship in a Timely Way
Typically, most businesses use social platforms to promote themselves and rarely respond to customer issues when they react to their posts with various problems or tweet at the company. However, the business could leverage platforms like Facebook and Twitter to foster healthy relationships by having conversations with customers.
The best approach is to always respond to the customers within a reasonable time, but not responding can hurt the brand. Some studies show that about 42% of customers expect a response to their social media complaints within an hour. Moreover, around 33% expect a response within 30 minutes. So, businesses can create a better relationship by responding promptly to their customers’ social media issues.
Building a Customer Advocate Base for the Brand
Social media is such a powerful means to mobilize support for a cause. A business can offer excellent customer service and sell quality products and services to get a battalion of online soldiers by providing top-notch service instead of strategizing how to refute and counter negative online reviews.
Considering that offended customers always rush to post their negative reviews online, it will have a strong team to defend it. That way, the venture will have loyal customers and employees who come to its defense if someone posts terrible things about it. The business will improve its service and have a better reputation.
Having a Dedicated Handle for Customer Support
Most businesses have social media accounts that are meant for customer service support only. You should borrow a leaf from such companies if you have one handle for all the issues. With a dedicated account, the customer support team can easily flag off customer demands and concerns and organize them better.
Additionally, the link to the customer support’s handle should be included in the main account’s profile to help customers find it easily.The company’s customer support also needs to learn to respond privately to customers’ issues posted on the pages. That will show the customers that the business is not after publicity but sorting their issues.