Posted by : Test Wednesday 1 June 2016

Here at Decimal Agency we run a myriad of Social Platforms for our brands, and included in our Social Strategy is dealing with our client’s customer service queries and complaints. In this blog we want to teach you just how important it is to effectively communicate and respond to customers on Social Media Platforms.
Customer Service plays a large role in Social Media. Take Facebook & Twitter for instance, these two platforms have evolved to become a customer service paradise. These days, its seen as too much effort to pick up a phone and call a service department. A consumer would prefer to reach out to a brand through Facebook or Twitter as these are convenient and instantly accessible to most people across the globe. Customer service on Social Media is ultimately there for consumers to ask questions, report satisfaction or complaints… In other words, “Social Care”
“Social Care” has recently skyrocketed as more brands & companies, big & small are going live with their businesses on Facebook & Twitter. These platforms have also made it easier for customers to get their messages across to businesses. As no business wants bad rep on their Social pages, customer complaints are usually handled quicker through Social Media. This helps companies to keep their seamless customer satisfaction reputation and ensure sales of their products are not impacted.

First things first, don’t neglect your customers. If your customers are commenting on your brand or sharing your brand's posts on Facebook they need to know that you are aware of this. A simple share, comment or like directly from the brand to the customer’s post will help them to feel more connected and acknowledge. If they know you will take action on their posts they are more likely to interact with your brand in the future. Don’t neglect direct messages to your brand's page… these messages are usually in depth queries or complaints from customers that you don’t want to miss out on. If a customer feels you are not acknowledging them, they might feel the need to post a complaint directly to your page where all the other consumers can see it.
Secondly, respond in a timely manner. Yes, it’s not always possible to reply within seconds to a complaint, post, or query but don’t leave it too long. We are living in the “Now” age. Consumers want answers now and they are not prepared to wait very long. Consumers feel that if they are contacting you directly that they shouldn’t have to wait long for a response. Try get your response time down to at least 5 min, this way your page will also receive a green badge stating your response time and customers love seeing that…it screams efficiency.

Finally, professionalism, we understand that some customers can be extremely difficult and sometimes rude but practice patience. Be professional in all of your responses, thank them for their queries and complaints, let them know that you take their issues to heart, be sincere and ensure they receive the best possible service. If your consumers receive satisfying service from your brand you will have a loyal customer for life. 
Interactions with your consumer are imperative for any business. They help your business to grow and can give you great feedback when it comes to your product, basically you would be nothing without them. So treat your consumers right, set up “Social Care” on all your platforms and reap the rewards of a satisfied customer. 

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