Editor’s Note: This Guest post is by Brianne. She is a blogger by profession. She loves writing, reading and travelling. She contributes to World Financial Group.
The advent of social media websites has redefined the way people connect with their friends and family. Customer services tend to benefit a lot from this innovation and business owners and customers seem to be following suit, using social media as a customer service tool.
Secondary account for connecting with customers
Twitter is a great social media platform and you can use it to connect with users. Reply to a customers tweet from your main account only, notifying the customer that you are aware of any particular issue raised by the customer. Let the customer know that they would be contacted through @username. Engage with the customer through your customer service account. Ensure that the customer service account follows the user, engages with the user and rectifies the pertinent problem.
A platform for engaging with customers
Social media is a viable customer service tool. You can create a page on social media website as Facebook allowing the customer to understand your concerns. Highlight the innovations of your products and engage with the customers.
Large number of people connect through social media websites and they will take a note of your presence on these sites. Ensure that you reply quickly to any of the concerns raised by your customer. The more prompt you are in replying to the queries of your customers, brighter are the chances that increasing number of people will connect with you.
Gives an opportunity to connect on a personal level
Personal bonding makes any relationship stronger and the same holds true, when one is thinking of engaging with customers online. Engage with the customer on a personal level and share your details with the user. This can be in a form of a thank you comment wherein you share your name and other details with the user.
This will help you develop a personal bonding with the customer and they will feel connected with you. This is the real power of social media. Use this to your advantage and reap the benefits.
Reviewing your business progress
Social media websites are a honest platform to check the business progress. You can understand the mood of your customers and understand their imminent demands through the comments they post on your facebook page. This will help you better your performance and come up with new and innovative products that are in sync with the need of the hour.
Helps you monitor unresolved issues
It might happen that at occasions, you may not be able to resolve all issues despite honest efforts from your side. Social media websites come to your help when it comes to resolving any unsolved problems. Ensure that all the unresolved issues get solved on an immediate basis as this will help you establish the brand image.
Social media websites are an excellent platform to understand the genuine concerns of your customers and all depends upon your promptness. Connect with your users and solve their problems.
[image via Flickr/ Kaptain Kobold]
