When a customer has either a positive or negative experience with your business, they look to social media to voice their opinions. Many customers are looking for real-time responses within an hour or less. This expectation is now our reality, and as businesses with a social media presence, we need to be prepared.
Social media will only continue to rapidly grow as a communication channel for business, yet brands are finding it challenging to respond. Businesses are expected to become more and more digital and present online, but are you prepared to handle customer support through social media? Many businesses and agencies are focused on creating their accounts, gaining a following and then publishing great content. These are great goals, but social media outreach is all about the engagement, so we need to take it one step further and determine how we are going to reach our audiences and continue to interact with them in a productive way.. Gone are the days where we pick up the phone and wait on hold to voice our opinion, concern or ask a question. Instead, we turn to social media to craft a message in as little as 10 seconds, tag the right brands, add in a hashtag and away goes our comment. As quickly as we send out the message, we expect a response.
“Companies that use Twitter as a social care channel are seeing a 19 percent increase in customer satisfaction,” according to Forbes.
We want to make it as easy as possible for customers to connect with us, creating a seamless process and hopefully minimizing response times. We need to remember that customer service through social media isn’t always something negative or a complaint, it can be a praising tweet,...
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