Ever wonder how some companies seem to provide amazing customer service that makes you want to shout their praises from the rooftops? It’s no accident. Savvy businesses know that superior service is key to success, and they’re harnessing the power of social media to connect with customers in meaningful ways.
You’re busy, so the last thing you want is an automated “we got your message and will respond within 24 hours” kind of experience. No, you want to engage with real people who understand your needs and actually care about resolving your issues. When you reach out on social media, you expect a quick, helpful response from someone knowledgeable. And that’s exactly what the smartest companies are providing.
Listen to Your Customers on Social Media
Social media is the perfect place to get honest feedback from your customers. Paying close attention to what people are saying about your business on platforms like Facebook, Twitter, and Instagram can help improve your customer service and build loyalty.
- Monitor social media daily: Set a regular schedule to check your accounts for mentions, comments, reviews, and direct messages. Respond promptly, within 24 hours whenever possible. Quick, caring responses reassure customers you value them.
- Address complaints and negative comments: Do not ignore them. Respond professionally and courteously. Apologize for their poor experience and ask open-ended questions to better understand the issue. Then, outline the steps you will take to resolve the problem. Your willingness to publicly remedy mistakes and make things right builds trust.
- Engage with happy customers too: Like, favorite and re-share positive posts. Say thanks for reviews and testimonials. Engage further by asking an follow up question. For example, “We’re so glad you enjoyed your experience with us! What was your favorite part?” Interacting with satisfied customers, especially in front of potential new ones, encourages them to become vocal brand supporters and loyal repeat clients.
- Monitor trends and make improvements: Pay attention to recurring themes in customer comments and reviews. Look for opportunities to make changes to address common frustrations or enhance the customer experience. Then, announce those improvements on social media to show you listened and are committed to superior service.
Respond Quickly and Personally on Social Channels
When customers reach out on social media, your response time and tone can make or break their experience. Here are some tips for providing amazing service on channels like Facebook, Twitter, and Instagram:
- Monitor social feeds closely and reply promptly, ideally within 30 minutes to an hour. Customers want to feel heard and valued. A quick, caring response reassures them that you’re on the case.
- Respond in a friendly, informal way. Use an upbeat and approachable tone to connect, not a stiff corporate voice. Say “Hi there!” instead of “Greetings.” Ask “How can I help you today?” rather than “Please state the nature of your inquiry.” Little things make a big difference.
- Address customers by name when possible. If they provide their name when messaging you, use it to personalize your reply. People love personal attention.
- Apologize sincerely for any inconvenience or frustration. Let customers know you understand why they’re upset and want to make things right. Say something like, “I apologize that we’ve disappointed you. My goal is to resolve this issue to your complete satisfaction.”
Solve Customer Problems Publicly
Respond Quickly and Helpfully
When customers post questions or complaints on your social media profiles, respond as promptly as possible. A quick, helpful response can turn a frustrated customer into a brand advocate. Monitor your social accounts regularly so you can reply within 30 minutes to an hour of a post during business hours. Provide a thoughtful, empathetic response that addresses the root cause of the issue. Apologize for any inconvenience and lay out the steps you’ll take to make things right. Your fast, caring response will be appreciated and noticed.
Solve Publicly When Possible
Some customer problems can be resolved publicly right within the social thread. This allows other customers with the same question or issue to benefit from the information. It also builds goodwill by showing your commitment to transparency and helpfulness. If the issue relates to a common question or minor complaint, respond publicly with a resolution. For more sensitive issues, continue the conversation privately via direct message. Either way, work to resolve the issue to the customer’s satisfaction.
Follow Up and Follow Through
Don’t leave customers hanging after promising to look into an issue or provide additional information. Follow up within the time frame you specified, even if you don’t have a full resolution yet. Let the customer know you’re still working on the issue and provide any updates or next steps. Once you have a resolution, follow through and ensure the customer is satisfied. Ask if they need any additional assistance. These small acts of conscientiousness help to build loyalty and word-of-mouth promotion.
Engage With Customers by Sharing Useful Content
The first thing to do is build a substantial following. You can easily buy all your social media followings from a reliable and trusted store like Socialgreg. Once you’ve built up your social media following, keep your customers engaged by sharing useful and interesting content. Posting regular updates, tips, behind-the-scenes info, and industry news on your social channels gives your followers a reason to keep coming back.
Share Helpful Tips and How-To’s
Your customers will appreciate content that makes their lives easier or teaches them something new. Share step-by-step how-to’s, useful tips and tricks, recommendations, or answers to frequently asked questions. For example, if you sell gardening supplies, post about properly pruning rose bushes or organic pest control methods.
Post Relevant Industry News and Updates
Stay on top of trends in your industry and share the most interesting and important news with your followers. Not only does this establish you as a credible source of information, but it gives customers another reason to connect with your brand.
Giving followers a glimpse behind the curtain helps to build brand transparency and loyalty. Share photos and quick updates about your team, office culture, product design process, or community outreach programs.
- Casual photos of team members at work or company events humanize your brand.
- Short videos take followers on a quick office or warehouse tour.
- Explain the step-by-step process of how a new product goes from idea to reality.
So there you have it – three of the best ways to use social media to connect with your customers and provide amazing customer service. Monitoring social media, responding quickly to comments and messages, and engaging with your followers in a genuine, personal way will help set you apart. Make the time to be active on the platforms where your customers spend time.