Imagine yourself as a small business owner who is dedicating all of your energy to developing a service or product that you firmly believe in. You’ve finally launched, and the initial buzz is exciting. Then, you see it—a negative comment on your latest Instagram post. Your stomach sinks. This isn’t the positive feedback you were hoping for. But instead of panicking, you remember that your social media presence serves as both a marketing platform and your new customer service hotline. You take a deep breath and respond professionally, addressing the criticism with grace and gratitude.
This interaction shows your customers and other followers that you value their feedback. Additionally, it enables you to turn a potentially negative situation into a positive one. Engaging with your customers on social media offers you the chance to cultivate relationships, gain valuable insights, and show your commitment to customer satisfaction.
These days, the phone is no longer the only way your customers are talking—social media has become a powerful tool for businesses to connect with their audience and enhance their brand reputation. So, embrace the conversation and assure your customers that their voices are heard and valued.
The Rise of Social Customer Service
Today, social media isn’t just a place to share cute cat videos and vacation photos. It’s become a primary channel for customers to connect with businesses. They’re engaging by asking questions, voicing concerns, and offering praise on your social media pages.
Think of it this way: every comment, direct message, and even mention (whether positive or negative) is a potential customer interaction. Ignoring these interactions can result in significant consequences. A recent survey found that 90% of customers feel that an “immediate” response from customer service is either crucial or very important. About 60% of customers say that an immediate response comes within 10 minutes of the initial contact. (Source: HubSpot)
How Brands Engage Users with Authentic Content
Beyond responding to inquiries, social media engagement can significantly enhance your brand image. According to one survey, customers were 2.4x more likely to rate a brand as authentic when they published user-generated content (UGC) as opposed to brand-created content. User-generated content, like customer photos and reviews, enhances trust and authenticity, resonating deeply with your audience. For many customers, UGC is what will bring them back to a brand again and again.
Using Social Media to Boost Customer Service
Wondering how you can use social media for customer service? Here are a few suggestions:
- Be Responsive: Acknowledge all messages promptly. Aim for a response time of under 12 hours and address urgent or negative comments as soon as possible.
- Be Proactive: Regularly monitor your brand mentions and proactively engage with customers who are discussing your products or services.
- Be Personal: Treat each interaction as a conversation with a real person. Use a friendly and approachable tone and personalize your responses whenever possible.
- Be Transparent: If you can’t immediately resolve an issue, be upfront with the customer and provide an estimated timeframe for resolution.
- Be Helpful: Go the extra mile to assist customers. Offer helpful tips, answer their questions thoroughly, and provide any necessary support.
Making good use of social media for customer service can help you build more enduring relationships with your audience, increase brand loyalty, and propel your business forward.
Remember, Your Followers are Watching
When responding to comments, criticisms and praise, remember that more than just the person you’re responding to will see it. Your other followers and members of the general public will be able to see how you respond to a variety of situations. Your conduct may influence their decision to work with you in the future as well!
Over to You!
Are you ready to take your social media engagement to the next level? Consider partnering with a social media management agency such as MYOB, which specializes in monitoring and engagement. We can help you develop a robust social media strategy that prioritizes customer service and maximizes your online presence.
With our expertise and resources, you can feel confident that your customers receive prompt and professional assistance whenever they reach out on social media. By partnering with MYOB, you can focus on running your business while we handle all aspects of social media management. Contact us today to learn more about how we can elevate your social media presence and drive business success.
Written by: Jennifer Hanford, MYOB Blogger