If you can get social media to work for your online company, you'll definitely be able to do quite a lot for yourself. While a lot of online businesses depend on social media to send them relevant traffic, the fact is that it can go beyond that. If you take a look around, you are going to see that lots of different businesses are using social media to offer better customer service. You are able to offer your customers what they truly deserve by becoming a part of the social web. And the good thing about it is that it's not as difficult as many make it out to be. What you really have to focus on is the effort you need to make to give your customers what they honestly want. Here are some social media tips that you can use to deliver much better customer service.
Generosity is one of the biggest things that you need to keep in mind when you are using social media to offer customer service. When you are leveraging social websites for much better customer service, you're going to be putting yourself into the public eye. It provides you with the opportunity to properly display your quality right out in the open. So don't be hasty to pull your customers from social media and divert them to phone or email. Instead, take real advantage of the opportunity. Expand your conversation and take it up a notch or two. Show your customers that you're friendly as well as able to carry on a helpful conversation.
Always try to remember that when you are offering customer service through social media, you need to be responsive and prompt. The main reason that your customers will approach you through social sites is because they are hoping for prompt attention. It's also important to be as friendly as you can. You have to make your customers believe that you're right there waiting to serve them. Whether they contact you through Facebook or Twitter is irrelevant--you need to know that they do not want to wait. The very best way to get social media working for you and for your customer service is to give your customers what they want and to give it to them on time.
When you want to use social media for your customer service, over-communication is not something that should be ignored. If you hear your customer say something, then follow up right away and let him know that matter is being looked into. If you don't over-communicate, your customer may feel dismissed. You have to put some effort in to letting your customers know that you are, indeed, taking care of the things you need to take care of. Don't give them an opportunity to complain whatsoever. Make sure your over-communicating is prompt because, ultimately that is what is going to matter. The more effort that you put into it, the better it is.
There are a lot of ways to use social media to help you grow your business. Excellent customer service is just one of them. As you move ahead, you'll realize that customers that get in touch with you via social media need to be given special attention. You cannot treat them differently simply because they are on the Internet. You need to work on creating a real connection and relationship with them so that you can grow the trust factor there. This doesn't need to be too hard, though, because you can learn how to read your customers over time. This allows you to tweak your approach and get the most out of it.
Generosity is one of the biggest things that you need to keep in mind when you are using social media to offer customer service. When you are leveraging social websites for much better customer service, you're going to be putting yourself into the public eye. It provides you with the opportunity to properly display your quality right out in the open. So don't be hasty to pull your customers from social media and divert them to phone or email. Instead, take real advantage of the opportunity. Expand your conversation and take it up a notch or two. Show your customers that you're friendly as well as able to carry on a helpful conversation.
Always try to remember that when you are offering customer service through social media, you need to be responsive and prompt. The main reason that your customers will approach you through social sites is because they are hoping for prompt attention. It's also important to be as friendly as you can. You have to make your customers believe that you're right there waiting to serve them. Whether they contact you through Facebook or Twitter is irrelevant--you need to know that they do not want to wait. The very best way to get social media working for you and for your customer service is to give your customers what they want and to give it to them on time.
When you want to use social media for your customer service, over-communication is not something that should be ignored. If you hear your customer say something, then follow up right away and let him know that matter is being looked into. If you don't over-communicate, your customer may feel dismissed. You have to put some effort in to letting your customers know that you are, indeed, taking care of the things you need to take care of. Don't give them an opportunity to complain whatsoever. Make sure your over-communicating is prompt because, ultimately that is what is going to matter. The more effort that you put into it, the better it is.
There are a lot of ways to use social media to help you grow your business. Excellent customer service is just one of them. As you move ahead, you'll realize that customers that get in touch with you via social media need to be given special attention. You cannot treat them differently simply because they are on the Internet. You need to work on creating a real connection and relationship with them so that you can grow the trust factor there. This doesn't need to be too hard, though, because you can learn how to read your customers over time. This allows you to tweak your approach and get the most out of it.