Social media and online marketing has forever changed the way that companies interact with their customers or potential customers. Younger generations tend to prefer contacting companies through their social media platforms including Facebook, LinkedIn, Twitter, and Snapchat. These platforms allow customers to publicly air their grievances, showcase their gratitude for excellent service, and easily interact with other likeminded customers. As a result, the importance of social media for customer service has never been greater and it’ll only continue to gain momentum as time goes on.
That’s why you need to continue working on your social media game and ensure that you have a qualified and reliable team of customer service agents who are dedicated to responding to customer comments and questions online.
The Importance of Social Media Customer Response Services
Nowadays, how you respond to customers on social media is almost as important as delivering high-quality services and products. Your responses need to be timely, appropriate based on your customer base and their queries or comments, and they also need to be personalized. The last thing you should do is to keep spewing out the same automated and sometimes irrelevant response to every customer. This will just make it seem like you don’t care about your customers and are simply patronizing them.
Instead, encourage your social media customer service team to come up with unique and appropriate responses to each customer’s question or comment. It doesn’t always have to be a complex response. Sometimes, even a simple “thank you” or liking their post will suffice. The idea is to just let them know that you saw and read their post and that they’re not just another name or number to you.
Here are a few ways in which focusing on responding to customers on social media can help you build and maintain a strong online brand image.
All of Your Customers Are on Social Media
These days, you’d be extremely hard-pressed to find someone who isn’t on at least some form of social media. And the reality is that most millennials and centennials (Gen Z) prefer to interact with their favourite brands through social media platforms. Knowing this, many brands are leveraging their online influence to interact directly with a much wider audience. Many of them have even started breaking down barriers by initiating more interactions than simply responding to comments or questions.
Using Social Media Boosts Your Brand Image
Simply put, interacting with followers and customers on social media keeps your brand alive and well. It reminds people that your brand not only exists, but that you have something substantial to offer them and this can help to significantly boost your brand image. People expect quick responses to questions, comments, and complaints, so it’s extremely important that you have a team of representatives who are always on top of things. Regardless of how many followers you have and how many negative comments you receive, it’s always important to respond to each and every single one of them as much as possible. This shows your audience that you care about delivering excellent customer service and upholding a positive brand image by rectifying any issues they may have experienced swiftly.
Social Media Can Help Identify Ways to Improve Services
Reading through your customer comments and actively responding to them is an excellent way to identify gaps in your current services and products. You may even learn a few things about your business that you didn’t know before from your customers. Taking the time to read through and respond to customer comments will allow you to spot some patterns in terms of what customers are looking for and expect from your business. With this knowledge, you can make the necessary changes to improve their experiences.
Leverage Social Media to Boost Customer Relationships and Build Brand Loyalty
When customers receive a personalized response from a brand on social media—even if it’s just a reaction to their comment or a comical gif—it makes them feel as if they have a more personal connection with that company. Many established brands have found massive success on social media by comically calling out their customers when they make outlandish comments or ask ridiculous questions. With that said, this type of comical approach isn’t always appropriate and it’s important to know your audience well. In some cases, it’s better to take a more reserved and professional approach to responding to customers online. The point is that you should take the time to read through comments and respond accordingly. That’s how you build and cultivate strong customer relationships.
Social Media Is a Great Platform to Win Over New Customers
Targeted advertising on social media can help you reach out to a much wider audience base than you otherwise would have had access to, and it gives your existing customers a good platform to advocate for your business. Happy customers are more likely to leave a brief comment or like your posts than they are to write a lengthy Google review. In a way, this is almost like free advertising for your business. Oftentimes, it even generates positive interactions between your customers as they can respond to each other’s comments or even private message one another.
Engage with New Generations of Customers
It’s obvious that social media isn’t going to disappear any time soon. In fact, it’s only going to increase in popularity as countless new platforms are constantly being introduced. That means that you’ll have infinite opportunities to reach out to and engage with new generations of potential customers as time goes on. Make sure to take advantage of these opportunities.
3C Contact Services’ Social Media Response Services
If you need help learning how to use social media as a tool for customer service, then the response team at 3C Contact Services can help. Our knowledgeable and experienced representatives can streamline social media response times, deliver personalized responses to comments and questions, and help you improve your social media game. Contact us today to learn more!