Social media marketing is essential especially in this era when everyone is present online. However, social media marketing is more than consistently posting photos or status updates, you can also maximize social media for customer service which can help you elevate the value and the branding of your business.
Similar to any other marketing strategy, handling social media is not a walk in the park, therefore, you have to do it well.
If your social media presence is not carefully curated or managed, it can damage your brand and drive potential paying customers away.
Moreover, it is also a platform for your customer service so you definitely need to focus on this task.
Customers are the lifeblood of your business, and you should make sure that every customer is satisfied with your product or service.
Businesses use social media to listen, answer, and analyze what their customers are saying. 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 who 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.
By looking into the statistics, it is clear that online customer service has a huge impact on your business growth.
How Social Media Marketing Improves Your Customer Service?
1. Be where your customers are.
Everywhere you go, you can definitely say that almost everyone has their eyes glued to their phones. It seems that we already created a new universe within social media.
Putting out your phone even if you’re at the movie theater or in the middle of a conversation is just normal stuff to do these days. You can do so much through social media.
Customers are online so you should too. However, 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 do research, utilize the analytics of your site or other channels to learn the demographics of your target audience, as well as those who seem to be interested based on your leads. You have to find out which social media platform these particular demographics are 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
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.
Speaking of monitoring, your physics store might not be 24/7 open, however, your customers are online every minute so you should not waste any opportunity.
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.
Many businesses manage to engage with their customers 24/7 through social media support. You are not required to monitor it 24/7 because you can always set up a bot or hire a VA to do the task for you.
There are also tools that can help you organize and schedule your social media posts. You can use these tools to target the time when your customers are present online.
With about 80% of all internet users being active on at least one social media platform, it is important to get in touch with your customers any time of the day.
With the nature of social media it is easier to create connections nowadays. However, 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 as a business owner, loyal customers are what you need to thrive in this ever-competitive and fast-paced market.
Customer service through social media creates and builds brand loyalty and it can also be a window for you to broaden your audience.
It may seem a little complicated at first but ight preparation and marketing tools, using social media for customer service can take your digital community to the next level.
There are outsourcing agencies that offer these services and can help you jumpstart your digital presence.