Social media has evolved into more than just a
platform for people to chat with friends. A study found that 67% of customers
now use social media for customer service. In fact, a study by Nielsen found
that 33% of consumers prefer to talk to a brand through social media instead of
For businesses, this means that having a
strategy to promote your products and services is not enough. You need to have
a plan for how you will provide great service through your social accounts.
Currently, only 62% of businesses focus on social customer service, while 45%
of businesses even completely ignore customer feedback due to a lack of
However, the bottom line is that not
responding to messages can have a huge impact on your customer's transaction
rate. In comparison, providing great service through social platforms can
strengthen relationships with customers. This increases the chances of people
making the next purchase. It even becomes an advocate and recommends your
services within its own network.
So, if you work with social media in your
business, you just need to go beyond having an Instagram account or sending a
few tweets. You need to put customer service at the top of your priority list.
To help you get started, here are 7 important
rules to follow to keep your customers happy:
Allow customers to talk to you
This may seem like an obvious place to start,
but it’s important to make it as easy for customers to communicate with you as possible.
Some pages, for example, have disabled the messaging feature on its Facebook
page, making it difficult for customers to communicate with them through this
method. Although this method is good and difficult to accept, you cannot fix it
if you are not aware of any problem or your customers cannot reach you.
Listen to what customers have to say
Often, companies send standardized responses
that do not actually answer the question. Instead, take the time to understand
the root of the problem. If you’re not clear, don’t be afraid to come back to
the client and ask more questions.
Don't just send one customer to another
A customer came to your social account for
help. So help them. Don’t tell them they have to go through other channels to
help, such as live chat, frequently asked questions, or call the call center.
Instead, try your best to help your customer through social media.
If you need to have an offline conversation,
try to make things as simple and smooth as possible by offering to call the
number of your choice, without expecting them to return and stand in line.
Write personality in your answer
While a standard question and answer
spreadsheet can save you a lot of time, be sure to personalize each response
you send. Adding a customer's name at the end of a message, or even adding your
own name, can make a big difference.
While it’s important to understand the
boundaries and tone of your brand, some companies have a little fun. And make
their customers laugh.
Acknowledge all mistakes
No one wants to be wrong, but it’s important
to take responsibility when you deserve it. Don’t just ignore complaints and
hope they go away - on social media, the opposite is easy to happen.
United Airlines finds a difficult path when a
disgruntled customer makes this video about their experience, which then goes
Surprise and delight your customers
Customer service is not always about putting
out the fire - just responding to a satisfied customer or saying good day to
them can have a big positive impact and strengthen your customer relationship.
If you want to cage your customer service,
check out these examples from FameNet that really went the extra mile.
Specify your hours
Social media is available 24/7 for
subscribers, so you might be wondering what your job is like without working
It’s a good thing that the company monitored
their Twitter account for hours, as they were able to respond quickly to a
tweet from a customer who accidentally closed one of their stores.
Boost your influence on the Internet
Most products and services are sold on the
Internet today. It clearly demonstrates the importance of the web in the lives
of businesses and consumers. However, if you want to grow your business on the
web, you need to implement smart strategies. To this end, there are 4 levers
that you can use to improve your impact in 2022. What are they? Focus!
your site's SEO through net linking
Natural referencing is a set of strategies
that increase your position in search engines. It involves the implementation
of some important elements including the use of links. For example, you can
improve the net linking of a site with FameNet. If a good strategy is
implemented through this platform, you will gain visibility on Google.
Unfortunately, not all of the links you find
are newsworthy. However, it is important that these are of high quality so that
your website is in a better position. For this, you need to get the link from a
page with strong authority. To find them, you can look for partnerships or
simply go to specialized platforms.
pro page on social networks
For your influence on the internet, the social
network is a channel through which you can go. There is a great community of
Facebook, Snapchat, Instagram, and Twitter that can serve you. To properly
deploy your strategy, creating a pro page is essential. Obviously, this has to
adapt to the sector of your activity.
To effectively animate your platform, there
are many tips you can follow. First, you need to share relevant content related
to your service. Whether it comes from your partner or your blog, it will allow
you to create activity. Also, consider diversifying it to keep your customers
engaged. Second, you need to be close to Internet users.
Try to have a good relationship with your
audience by reading and responding to their comments. However, be sure to limit
interactions to control your community. Third, show your audience that they are
important to you. To do this, do not hesitate to choose to allow him to express
himself. By considering his opinion, you will be able to expand yourinfluence on social networks.
Your business blog should be lively enough if
you want to increase your internet presence. To achieve this, you first need to
find good topics that provide readers with interesting information. You need to
attract them and create traffic to your platform. It is also important to post
regular content to increase the number of visitors.
Just like social media, you need to be
accessible to your audience. Through your writing, you must arouse the interest
of internet users and inspire them with confidence. For this, you have to write
without grammatical errors. Your blog should be lively and exciting.
Reply to negative or positive comments to
prove your credibility to the audience. These are all important to increase
A newsletter is a tool that you can use to
increase your internet footprint. By creating great content, you will be talked
about. Your customers will be proud of you and your community will only grow.
Obviously, care should be taken to distribute the newsletter in the best way
However, it is understandable that some
companies may not be able to monitor social media all the time. Therefore, if
so, manage customer expectations by specifying how long your account will be
monitored. With it, you can now list those times on your Twitter account so
that those times can be provided. You may even want to see how Chatbot can help
In short, improving your impact is a goal you
can achieve. To get there, you must work on some levers. By using the right
techniques you will attract a lot of customers.