Community Management - The importance of building strong relationships on social media
Post written by
Team Remotion
|
Sep 14, 2019
Do you have a strategy for your social media? Great. You'll also need it for providing good customer service in your social channels. On average, internet users spend almost 2.5 hours on social media, opening up opportunities for your business to build relationships with your customers. In this blog post, we'll go over the features of our social channels if you want to use them for customer care.
Good community management and customer service have a big impact on your business both in the short and long term. Social media allows you to connect with your customers effectively by answering questions, addressing criticism, or offering advice. In a more digital world, consumers have high demands and expectations for your company's availability. You should be able to answer questions and offer round-the-clock customer service beyond phone hours to build better personal relationships. According to the latest report from Hootsuite & We Are Social, 3 in 5 people say poor customer service affects their buying decisions.
Below, we'll review how your business can use social media for customer service. WhatsApp
Initially, WhatsApp Business was aimed at small businesses because of its simplicity in connecting with customers, showcasing products and services, and quickly answering questions. WhatsApp is used by 2 billion people globally, with 50 million using WhatsApp Business, according to the latest stats from Hootsuite & We Are Social.
How to use the app for customer service Quick Replies – You can set up quick replies for your most common questions to save time on repeated inquiries.
Automated Messages – These help when you can't respond right away or want to greet a new customer with a personal touch.
Organize Customers – This way, you have control over your customers and can reconnect if an issue arises, for example. Messenger
Facebook is used by 2 billion people every month. According to the latest report on Swedes and the Internet, 8 out of 10 people use the messenger app. Providing customer service directly via Messenger allows you to connect with many of your customers by being where they are. The app is described as an all-in-one communication app.How to use the app for customer service
Messenger Greeting – You can offer customized greetings when a customer wants to start a conversation with your business. The greeting appears before messages are sent, and you can include important info for the customer to read before they message you.
Saved Replies – This feature lets you start writing a message and finish it later if you're interrupted or reuse replies for frequent questions like operating hours.
Automatic Replies – An automatic response to your customer when they send a message, reducing long waits. You can create your own greeting by saying hello or providing current info about your business or mentioning how long it takes to respond.
Set Away Times or Leave an Away Message – This feature lets you set your company's status as "away…" during scheduled hours. To inform customers when you're away and when they can expect a reply.
Ads Leading to Messenger – Through advertising, you can use a call-to-action that leads to an ad in the Messenger app, allowing you to increase your reach. You can interact with people individually via live chat or a messenger cure, generate leads, answer questions, process transactions, and offer customer service.
Twitter has over 353 million active users globally every month. Twitter—a platform long considered a microblog—is designed for providing customer service as users often share both praise and complaints.
How to use the app for customer service
Direct Messages – If a customer mentions your company in a public tweet, you can respond and connect with the customer via direct message. This allows you to address sensitive questions, criticisms, or praise.
Public Tweet – If customers mention your company in a public tweet, you can respond professionally to your customer's question for others to see. It's important to be transparent in your responses when offering "open" customer service. You can also build relationships by being personable in your tone.
The platform is the biggest in the B2B segment, used by 260 million users worldwide every month. If you run a B2B-focused business, it's beneficial to have active customer service on your site by responding to comments and connecting with your customers.
How to use the platform for customer service
Chat Function – It's possible to contact responsible persons directly by seeing their role in a company you work with when they have questions or wish to contact about positive and negative feedback. You can reply via text or voicemail.
Summary
Customers expect good and fast customer service through social media today, and your business needs to keep up with the changes, choosing a few channels to focus on. With a few pieces, you'll have the time to respond to your customers, and your customer service will appear professional. It's important to maintain the same tone throughout all your communication while representing your brand. Dare to be personable when responding to customers without getting too personal to take advantage of the opportunity to build customer relationships. Regardless of what your customer communicates, you must respond, and it's important to address all negative feedback or reviews to try to solve a problem rather than staying silent.
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