Social Media is a Great Tool for Building Customer Relationships – Infographic
Using social media for customer care is a relatively new venture, so it is unsurprising that there are still many brands out there that are yet to incorporate it into business plans, and many others that have only just started to use it. Although social media customer care is similar to other forms of customer service, there are still some key differences that should be taken into consideration when dealing with customers.
One of the most important things that can come out of providing customer care on social media is that it can be a fantastic way to build customer relationships. People use social media to be social, meaning that they want to get in contact with brands and businesses, especially if they are actively searching for them. Social media provides a new platform to engage with customers easily and naturally, a platform that was not necessarily there before.
Arguably, the best part is that many social media platforms can be integrated seamlessly in an existing website, regardless of the website builder used to create it in the first place.
Let’s take a look at some key tips when it comes to providing customers with the very best care on social media.
Speed is of the essence
Social media has created an ‘always on’ expectation that other forms of customer care do not have. For example, phone and email support are only expected to be available during working hours, yet most customers expect to get a response on social media no matter what time it is that they are messaging.
Most people expect a reply on social media within 60 minutes or less, which is quite a big ask for brands, especially when they have queries coming in from all sides to deal with. The effects of poor response time can be quite devastating for a brand, as customers are likely to tell family and friends about the poor experience that they had, or worse, they could use social media to complain publicly about their experience.
Going public or private
Overall, social media is a fairly public place. The majority of content posted is available for all to see, but sometimes there will be the occasion where a company should talk privately about a matter with a customer, and brands should be aware of when those situations arise.
For example, if a complaint is posted publicly about a brand on social media. You may feel it is best to message the customer privately to sort the matter out, but if you do this, you should make sure to comment on the original post as well to make it look as though you are not just ignoring the original complaint.
Respond to everything
There is nothing better than building trust and a good reputation with your customers than interaction with them, and the more interaction the better. This is one of the biggest social media practices, that every comment, post, mention, and check in should be responded to, even if it is something as simple as a like.
You would never simply ignore a customer in a store, so why would you do it online? They are mentioning your company for a reason, they want to be heard, and they won’t take lightly to being blanked. Replying to everyone can be time consuming, so many brands have created a database of pre-made responses they can use for a range of situations.
Adding a personal touch
When using social media, it is usually pretty easy for a brand to gather at least some basic information about the customer. Brands should not hesitate to use some of this information, even if it is something as simple as using the customer’s name.
Take a look at the infographic below to see how small businesses and major brands are using social media to build customer relationships. Web Geeks offers social media management along with our digital marketing services.