A facet of social media that is often overlooked is the role it plays in customer service. Marketing Using Facebook is one thing, but dedicating time to answering every question and comment is another layer of time and dedication that some businesses feel they can’t handle. The reality is, like it or not, customer service is moving to social media, and many of the actual customers prefer it that way.
So how do you manage customer service on social media? It shouldn’t be difficult for someone who has customer service experience in any other medium, but there are a few things to watch out for. The first is that you need to make sure you are really engaging. When you’re interacting with customers, checking once a week isn’t going to cut it. You need to have the windows open often so that no one feels abandoned or ignored. The second major pitfall is trying to reason with angry customers in public. If you get a scathing message on social media, direct the customer to private channels so that other customers (and potential customers) don’t have to see any of the ugliness. Finally, keep an eye out for opportunities. Social media is full of people who are complaining to no one in particular. If you reach out unexpectedly, you could win a customer for life!
Here’s that infographic, and if you have any questions, you could always Contact Wikimotive. We’re here to help with all your social media and SEO needs!