People will forget what you said. They will forget what you did. But they will never forget how you made them feel. -Maya Angelou
This is why customer service should one of the core focus of every business strategy. Customers are the lifeblood of your business, and you should make sure that every customer is satisfied with your product or service.
One of the latest trend in customer service today is using social media to listen, answer, and analyze what your customers are saying. With the popularity of messaging platforms on social media has made it easier for customers to reach out to businesses and give their feedback or raise their concerns. In fact, a recent survey revealed that 67% of consumers reported contacting a business via social media for support.
How you respond to your customers on social media has a huge impact on your online reputation and branding as a whole. A study says that companies ignore customers on social media see an average churn rate that’s 15% higher than companies who don’t. On the other hand, for businesses who engage and respond to customer service requests via social media, see those customers end up spending an average of 20% to 40% more with the company.
So building a better relationship with your customers using social media can only bring benefits to your company.
Here are some tips to help you nail your social media customer service strategy:
1. Be where your customers are.
The best platform for your business is not always the biggest and most popular platform. What’s best for others may be completely useless for you. The important thing here is that you have to be where your customers are. The easiest way to do this is by doing a simple survey of your existing customers, asking them what social networks they are using.
But what about potential customers? For this, you need to learn the demographics of your target audience and find out which social media platform this particular demographics is frequenting. For example, Instagram is popular for millennials and fashion influencers while LinkedIn is for professionals. Find out where they are and build your online presence there.
2. Monitor social media mentions.
Knowing what your customers are saying about your business is crucial in customer service. But you don’t have to stare at the screen all day, waiting for comments, feedback and reviews. There are several tools that will alert you when your business is mentioned. Here are some of these useful tools:
- Social Mention
- and others
Most of these apps are free and easy to use, but you can upgrade to the premium version if you want more features. Aside from these brand mentions, you might also need to spend some time looking for mentions that might not be obvious. This includes product or service name (instead of your actual social media handle) and misspelled variations of your product or business name.
3. Speed matters.
One of the advantages of using social media as a customer service tool is speed. According to a study by The Social Habit: 32% of social media users who contact a brand expect a response within 30 minutes, and 42% expect a response within 60 minutes.
In social media, customers expect you to respond to their questions, queries or complaints in real time. The fast-paced nature of social media creates expectations where you have to be online 24/7.
Delivering great customer support on social media platforms can help you build stronger relationships with your customers, and create more loyal customers in turn. And loyal customers are what you need to thrive in this ever-competitive and fast-paced market.