Did you know nearly half of all U.S. consumers use social media to ask questions, report satisfaction, or simply voice a complaint about a service or company? In fact, according to Nielsen reports, ⅓ of social media users find “social care” more convenient than calling a company on the phone.
As you can see, social media goes beyond creating brand awareness and recognition. It provides companies with an opportunity to connect with current and potential customers, provide excellent customer service, and hopefully build lasting relationships with them in the process.
Here are a few tips to tackle customer service from a social media standpoint:
Always respond—even when a user hasn’t directly tweeted or commented at your business or asked for help. Answering brand mentions or comments that don’t require a response, but might benefit from one shows you’re paying attention and it makes a client feel heard.
Time is of the essence. More than half of consumers on Facebook expect a same-day responses to questions and posts, whereas 52% of consumers using Twitter expect a company to respond within 2 hours.
Be where your consumers are. Search for mentions of your brand within popular social media sites, such as Facebook, Google+, Instagram, and Twitter. Whether this is your first step toward creating a social media presence or you’re looking to enhance your current strategy, it’s essential to engage in dialogue about your brand. On the other hand, remember that you don’t need to be everywhere at once, so be deliberate when choosing the social sites where you want to build your presence.
Collect and analyze data. Use your findings to better your overall customer service strategy moving forward. Ask yourself: How many comments provide feedback from customers, and is that feedback generally positive or negative? What time of day are your customers most active on social media? Are you on those sites when they are? Are there any recurring themes in these comments or reviews, whether good or bad? Which types of posts does your audience seem to interact with most? Keeping track of your social interactions can help you identify areas of opportunity within your brand.
In addition to monitoring your brand on social platforms and responding to comments and reviews, being present on social media gives your business the unique opportunity to go above and beyond and really wow your customers. Take a look at a few examples:
Morton’s Steakhouse met a man at the airport with a steak after he tweeted the company and asked for one.
JetBlue surprised a customer, @GavinDonovan, when he sent them a few tweets that he wanted to have his theme song play when he boarded his flight—specifically Hulk Hogan’s entrance music. The airline delivered!
Not only did these brands succeed in wowing their customers, but they benefited from the recognition they received when their clients took to social media again to brag about the experience!Are your social media marketing efforts delivering excellent customer service? Our team at Scorpion can help you presence across various platforms. Learn more about how we can help you with your social media!