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Customer Service Via Social Media

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Category: Marketing Tips  |  Permalink

Published: Friday, May 11, 2012

Social media has not only grown into a great way to develop and market your business, it has also grown into a great way to provide customer service to your consumers. With social media, you can protect the reputation of your business because it will provide you with opportunities to address a vocal, disgruntled customer or to correct a fake, perhaps even competitor-generated, social media review.

To help you boost your customer loyalty, we've come up with seven helpful social media oriented customer service tips.

  1. Do your best to respond in a timely manner. It's important to realize that it's not only the customer who addressed you that is awaiting a response. Everyone else that is part of your social network will be curious to see how the situation is handled or are watching because they themselves may have the same query. It isn't necessary to respond to each and every post (unless there are serious issues to be addressed), but it is very important that you respond to both good and bad posts since it will show customers just how dedicated and involved you are. Responding to scathing reviews with calm rational and genuine responses will help to prevent deterring future customers.

  2. Never set up an auto response. Everything is visible with social media and the appearance of scripted response will quickly become noticed by followers. Automated responses aren't genuine so you may as well not even respond.

  3. Employees that are closest to your customers are typically the best to have interact with them. Get your employees on board with your social media campaign. This will help to invoke a stronger sense of urgency to fix any problems or issues customers may have.

  4. Never get personal. Always maintain a friendly and professional tone with your customers. Picking a fight online with one of your customers will become a huge PR massacre for you.

  5. Try to keep your responses short and to the point. Social media venues were mostly created for skimming and quick conversations. Your responses aren't just for the initial reviewer, but they are also for your future consumers.

  6. Always thank your customers. Even when a customer is criticizing you, it's important to thank them for their opinions and for bringing their concerns or an issue to light. Embracing social feedback makes any business look better.

  7. Last, but certainly not least, be sure to actually fix the issue. Addressing your reviewers is one thing, but follow through is everything.

For more information on how you can improve your online marketing to customers, either stay tuned for our next blog posting or get in touch with us today at 1-951-541-9304 to speak with a marketing consultant about SEO management and PPC management for customer marketing.

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