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  • Provide your customer with an exceptional, omni-channel service experience while increasing efficiency and protecting your valuable brand.
  • Your customers are talking to and about you on social media. Are you listening? Use our platform to listen, respond and integrate with a CRM solution tailored to meet your needs.
  • Digital payment, digital ordering, digital marketing and digital loyalty… your provide it all. Now, it’s time to provide your customers with digital customer service.
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  • A break in the supply chain can do irreparable damage to your relationship with your customers and to your brand; receive the information you need in a timely manner and strengthen your supply chain.

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Be Where Your Customers Are to Provide Great Customer Service on Social Media

by / Monday, 27 April 2015 / Published in Customer Service Program, Guest Recovery

The dynamics of providing excellent customer service in many industries has shifted in the last few years. Social media networks, such as Facebook, Twitter, and LinkedIn have become more than emergent platforms for marketing and advertising. Customers solicit and expect customer service through these online channels.

Providing customer service through multiple channels presents challenges for many B2B and B2C companies. It also presents a wonderful opportunity to positively impact sales, retention and customer loyalty.

Providing great customer service through social media means figuring out the best channels on which to focus company time and resources. Since social media customers expect businesses to be where they are already engaged, it is important to determine the best networks in which to invest. For most companies, Facebook will be the primary focus, but many brands may need to extend their reach on Twitter, , LinkedIn,  and other social sites.

To figure out where your customers are, go to the Pew Research Center’s “Demographics of key social networking platforms” research. Social media demographics reflect the age, gender, ethnicity and other data related to social media platform use. This information will help you determine the most pertinent social media channels for your target customer base.

Remember that the consumer – not the brand – holds the power to influence your brand on social media; neglecting conversations that happen on social sites may not be a good thing for your brand long term. Conversocial reported that 88% of consumers are less likely to purchase from a company that leaves questions on social media unanswered. It is always a good idea to engage in dialogue about your brand, even if it is negative in nature.

Effective social customer service is vitally important in today’s online business environment. Being where the customer is gives your business the advantage of generating positive and engaging customer experiences while being able to react quickly to reduce damage from negative comments. Contact us to learn more.

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