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How to Strengthen Customer Service Using Social Media Marketing

TIPS FOR FILLING YOUR FEEDS WITH POSITIVE CUSTOMER COMMENTS.

The digital age has created an expectation of immediate response times. Users often view standard online contact forms, lengthy hold times, and unanswered emails as unacceptable in today’s world. The beauty of social media is that its instant feedback benefits both the consumer and your brand. Follow these tips to step up your customer service using social media marketing.

1. RESPOND QUICKLY AND KINDLY

When customers are upset, they want to be heard. This can result in a series of enraged tweets or a lengthy social post explaining their displeasurable experience with a product or service. Voicing these opinions in a public forum, such as Facebook or Twitter, makes consumers feel in control and puts pressure on companies to resolve the situation. When this happens to you, remember that your followers are watching – so be sure to respond to concerns quickly, politely, and effectively and use the transparency of social media to build confidence in your brand.

2. ENCOURAGE MORE BRAND MENTIONS

Once you choose to offer customer service on social media, urge followers to reach out to you on social channels for support needs. Also, consider messaging customers to ask about their experiences with your brand with hopes they’ll share positive remarks that all their friends will see. These efforts will foster more brand mentions and generate more online buzz about your business. Take advantage of this increased visibility to put your best foot forward – and acquire more fans in the process!

3. KEEP IT SHORT AND SWEET

Social media character limits often force both consumers and brands to keep their comments short and to the point. That doesn’t mean you should skimp on the quality of customer service your brand provides. If you need to, use multiple tweets to answer questions asked of your brand.

4. KEEP YOUR DIALOG PUBLIC AS LONG AS POSSIBLE

Offering customer service under the watchful eye of social media users may feel awkward at first. Your initial instinct may be to take your conversations to a private message to resolve specific situations. But before you do, resist your apprehension. Try to answer concerns on the same public platform a customer has used to reached you to show other followers that you are making an effort to help.

If this doesn’t work, you can offer to take it offline– but don’t solicit personal information in a public space. If you need an email or phone number, request that information in a private message.

5. TAP INTO BRAND ADVOCACY

Social media users follow brands they love. If your brand can help solve a problem or provide an unforgettable experience, customers are more likely to praise you online. Acknowledge and engage with these users. Give them special access to your company, such as the opportunity to weigh in on a new product you’re launching or visit your facility for an exclusive tour. This form of brand advocacy will happen naturally with a consistent a presence on social media and stellar customer service.

Social media marketing allows for a faster, more personal brand experience – which is what many consumers want when seeking customer service support. Always consider how you can make your brand more accessible, personal, and appealing when developing your customer service social media marketing strategy. Happy customers may even leave an online review! Check out these 7 online review management tips to turn customers into raving reviewers, or learn more about our online review management services.

Need assistance establishing a social media marketing strategy for customer service? Contact our Madison-area digital marketing professionals to learn more about how social media marketing strategies can easily be incorporated with customer service today.

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