Social media can help you do more than promote your brand and connect with your market; it can actually help you provide customer support. This type of customer support is very accessible for your customers and it can also help you build a reputation as a business that cares about its customers and listens to its market.
Recently, KISSmetrics published three statistics that show just how important consumers feel social media customer service is:
+ 78% of customers believe that social media will be the next tier of customer service.
+ 46% of online customers expect brands to provide customer service on Facebook.
+ 88% of customers are less likely to buy from companies who leave social media complaints unanswered.
These numbers show that people are expecting businesses to monitor their social media accounts carefully and use them to respond to concerns from customers.
Simple Social Media Customer Service
Providing customer service through social media doesn’t have to be especially hard. In fact, when you do just a few things on your Facebook, Twitter, LinkedIn or other social media accounts, you can turn them into customer service tools.
Great customer service begins with great listening. Closely monitor your social media accounts every day to find out what people are saying about your brand and to find any customer service requests.
One of the best things about social media is that it allows for quick communications. When you respond to comments or complaints, do so quickly. This shows you are on top of things and want to resolve any problems quickly. It also shows that you are paying attention to what your customers are saying.
Never Leave Something Unresolved
Always do your best to resolve customer issues on social media. If you don’t, things can quickly get out of hand with unhappy customers who will use their experience to tell others why they shouldn’t do business with you. If you aren’t able to provide a good answer through social media, give a customer a phone number, email address or link to an online form they can use to get more help.
Remember you’re in the Spotlight
While customer service is a great tool for offering one-on-one customer service, you do need to keep in mind that it is very public. Whatever you post online has the potential to be seen by thousands and even millions of people, and this goes for customer service posts too. Use this opportunity to show customers, even the ones you aren’t working with, that you provide the best customer service around.
It’s good form to thank customers, but it is especially important here, where everyone is watching how you handle customer service. Always thank people for doing business with you and bringing their concerns to your attention. This shows people that you want to know how you can better serve them.
Providing customer support through social media is becoming more and more expected, and if your business can do it, you will be ahead of the curve and be able to provide an even better customer experience.