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Social media is used to support customers, address current problems, and solve the customer enquires. The companies must acquire to listen to the valid queries and complaints of the customers.
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12 Ways to stay in direct touch with the customers via Social Media
Introduction • Millennials and Generation X are dependent on technology. • Considering the highest numbers of entrepreneurs, business savvy, technologically advanced customers as well as businessmen come from these generations specifically, it shouldn’t be any shock to anyone that social media and its powers have been rising steadily. • Social media is a platform for both the buying and the selling party to advertise what they want and sell what they want. • Social media is used to assist customers, address existing problems, and solve the customer queries. • This is mostly because the internet and social media serves to perform as the wall of anonymity behind which customers can voice their opinions without feeling anxious, nervous, or threatened.
The surveys have shown that over ninety percent of the customers that have purchased a product from a certain company have used the social media for the discussion and spark a conversation about it. • Moreover, over thirty percent of customers have said that they feel more comfortable contacting a company over the internet using social media than using personal methods such as texting or phone calls. • It is clear that this trend will continue and expand, therefore companies must adapt and adjust to this trend and move forward with it. • The companies must learn to listen to their customers and their valid queries and complaints.
This can turn into an incredibly positive experience and serve as a valuable feedback. It helps them in developing better relationships with the people who are using their products. Surveys have also concluded that: It has been said that 1 in 3 users of social media prefer using social media for contacting the company. On top of it, sixty-seven percent of the population worldwide has a Facebook and a twitter account and use them to seek contact with the company. Statistics have also shown that around twenty to forty percent companies have engaged with their customers on a daily basis using social media.
Finally, research has shown that at least seventy percent of the user have used social media as a form of customer service. • It has been shown that failing to respond to a customer’s concern can increase the churning of existing customers to a whopping fifteen percent. • Adding to that is once the reputation falls, around thirty percent of the customers will join the customer base of the company’s competitor as they feel that they have superior customer service. • Therefore, it has been now proven that shying away from the internet and the social media can ultimately affect the brand a great deal, and if you do not want to be involved in a such a mess, it’s time to bring out the social accounts and start with regular posting and, or, tweeting.
Don’t forget that just like you the customers are human and it is important for your company to use the right tone of politeness and professionalism with them regardless of what they might say to your company. Petty wars are not professional, and definitely not for the internet to see. Social media should not become the war zone for the customer service team of your company.
Each social media platform requires the correct usage of timing for proper communication with audience, who are the customers and potential customers. Twitter often forces you to resort to short sentences, which might make it quite difficult for getting the tone of your message and the nuance right. Again, on Facebook, the message you share can be shared and discussed in the public space with different parts of the world getting involved.
Some of the things you can, for combating this are: • If your customer looks and sounds via texts that he or she is frustrated, always express remorse about the situation and apologize. • Train your service teams to be extremely professional, even in cases where the customers are prone to emoticons, commonplace slangs or even shorthand texting language. • Don’t forget to keep explaining everything, and always carefully keep in your mind that the customers you are dealing with can often not be fluent with the language and technical terms that you might be using. • Lastly, for the sake of the reputation of the company, never, ever, ever share private customer details and information publicly. • This is popularly called doxing and it definitely not appreciated.
Be alert in providing the customer support via the social media in a very timely manner. If a customer has contacted your company with the help of social media, more often than not they are expecting a fast, clear cut reply. • According to the research it has been discovered that more than seventy percent of customers always expect to hear back from the brand that they are interacting with on Twitter or Facebook. • Furthermore, almost fifty-three percent of them would love to get a response and a solution to their queries within the time span of half an hour to an hour. • Other similar researches had revealed that nearly forty-two percent of the customers who complain on social media and voice their concerns expect quick and satisfactory answers, or it lead to at least fifteen percent of the customers to churn out.
First contact resolution is the time which maters the most and can immensely help in fixing the matters. • Out of the total percentage using social media, at least around two percent receive the contact details when they ask for it. • This leaves the other customers sometimes frustrated. Personalized support on social media is not that hard to achieve. • If you wishes to contact the customer with their issues on a personal basis rather than make it a personal issue, they can always do so with active messaging. • With the help of social media, tracking the mention of your company is quite easy. • Although it is hard and exhausting to provide the customer service facility on social media, especially if your company lacks the correct way of monitoring, even more so if your company is new, with time it becomes easy to handle.
There are plenty of tools that helps by allowing monitoring of your company mentions. • Along with depending on such third party tools, your team should also be able to monitor the social media profiles of the reputed customers and even respond to most of the comments, regardless of the fact whether the comment is positive or negative. • In addition, while personalizing and customizing your company mentions with the help of the monitoring settings also consider that the company names can sometimes be misspelled. • In such cases you need to be alert and be ready to adjust the settings according to the nature of the discussion.
Try to offer as many customers you can with personalized offers and solutions to their problem. • The ultimate point of any personalized experience from the customer’s point of view is creating that feeling of personal touch and personal connections. • Personalization does not have to be restricted to mentioning the name of the customer alone. • For making sure that the connection is authentic, some work has to be put in.
Social media is once such magic tool that gives your company the access to a lot of data and information about your customers, such as their likes, their dislikes, their habits, their views and so on. • Therefore, it is prudent to take a note and use to your advantage what your customers are saying and doing on social media sites such as the Twitter or Facebook. • You can use this information and data while you are communicating with them on the platform to be personalized. • If you take the time to show them that you care, they will respond with positive feedback and appreciation.
Always go the extra mile when it comes to customer satisfaction. • Studies have shown that all the customers who have been loyal to your company expect something in return for their loyalty and for being fans of your company. • This, for them, often translates to additional discount and personalized offers for them, bonus gift cards or gift values, or sometimes even a birthday greeting card. • With the help of the social media platforms, your company can do a lot of things for them, such as mentioning the business pages of the customers or share their most important posts online. • This does not take a lot of time, but it sure does bring good positive results.
Respond to negative feedback rather than shy away from it, even if the customer is rude and wrong about something. • When you are posting and tweeting thing you are opening yourself to the criticisms and praise on equal terms, and there are always two types of customers who so: the ones who share all the positive experiences and the ones that give a negative feedback. • How you respond to the complimentary praise and the naysayers can make or break your company. • It is therefore very important to be cautious while responding to the feedback.
