Are You Using Social Media to Improve Customer Service For Your Business?
We can all agree that social media is a non-negotiable component to a successful marketing strategy, but why? Nearly every credible business has launched social media accounts. Unfortunately, many small businesses still don’t use social media to improve customer service and business growth. This is because small advertising budgets result in discouraging conversion rates.
The Study To Prove It!
Advertising and brand awareness aside, social media can be crucial for your brand’s customer service efforts. According to a study conducted by the University of Southern California, customers who feel that brands value their time and respond quickly will spend more money. Business owners, here’s what you need to know:
- 77% of American consumers say that the best thing a brand can do to provide excellent customer service is to value their time. The digital world is normalizing speed-of-light responses. Customers are aware and expect personalized, quick attention from their favorite brands. Social media makes this possible.
- 3 in 5 American consumers would try a new brand or company for a better service experience.
- 74% of online adults use some form of social media. Your target audience is sharing personal information and engaging with individuals and brands all day long. Join the party.
- Nearly half of online customers rely on social media to share products reviews, bash on bad customer service, and request more information from brands.
- When brands engage and respond to customer service requests through social media, customers spend 20% to 40% more on their products or services.
Social Media and Customer Service
University of Southern California \ Master of Science in Applied Psychology
How To Strategize Social Media to Improve Customer Service
Ready to revamp your online customer service strategy? Use this checklist to implement social media, connect with customers and see profitable results.
1. Build Real Relationships With Your Customers
Social media is a social platform, not a promotion platform (sorry business owners, it’s the honest-to-goodness truth). While there are advertisement tools available through Instagram and Facebook, remember to use the platforms to engage in genuine conversation. Don’t forget the genuine part, people can tell when a brand is being phony.
2. Be The Best So The Slip-Ups Are Forgiven
When a customer is wronged by customer service, they are almost certainly heading to social media to rant about it. If you have a strong, attentive customer service strategy, mistakes (i.e. wrong size shipped, lost package, etc.) are more likely to be forgiven. Above all, customers want to be heard, so use your brand messaging to respond to rave reviews as well as criticism.
3. Be Randomly Generous
Random acts of kindness are the secret glue keeping humanity together. Create more opportunity for authentic connection. Reach out with a kind gesture any time a customer gives a positive review of your product. If you want to give these gestures a little more structure, experiment with a ‘customer of the week’ program.
4. Respond Quickly
Ignored responses are infuriating to a customer. Don’t make them wait to get the information they need. The longer a customer waits, the faster their brand loyalty dwindles. (It’s not an exact science, but you know we aren’t wrong here).
5. Create A Support Page
If you want to keep your main social media pages focused on brand awareness and products, create a separate support or service page. Then advertise it on your main page. This can streamline your customer service efforts while also showing customers their needs are important enough for an entire subsocial media department.
Already using social media to improve customer service? We want to hear about them! Share your techniques below in the comments.