Most businesses use social media for marketing and advertising.

Using social media for marketing makes sense, because it works. Opening accounts on the right platforms and sharing useful content on those platforms is proven to drive sales and develop brand loyalty.

However, did you know that social media can do more for your business?

Many customers visit business social media profiles to voice comments and concerns, as well as to ask questions and post reviews. For this reason, using social media for customer service has become more common.

In fact, 70% of customers have sought customer service help through social media before.

If you refuse to focus on customer service on your business’ social media profiles, you may be leaving your customers with unanswered questions or unresolved problems.

But, how can you effectively leverage social media for customer service?

Keep reading to learn the basics.


Social Media Concept

Answer Customer Questions

Social media apps are easy to use and easily accessible from mobile devices, so many consumers use social media to ask businesses questions about products and services.

When businesses fail to offer timely and helpful answers to these questions, they risk losing potential customers and revenue. Failing to respond to inquiries made via your business social profiles is the digital equivalent of not answering your phone.

However, potential customers are not the only people interacting with brands via social. Existing customers who have already made a purchase may seek to contact businesses via social channels as well. And, customers who have questions about a product they already purchased are likely to get frustrated if their requests for help are ignored.

Even if your email and phone customer service are excellent, lacking in social media customer service will leave many customers believing that your customer service is bad.

Proper social media customer care is now expected by most customers.

Answering any and all questions in a timely manner will show that you care about your customers. Additionally, interacting with consumers via social develops your brand and makes it feel relatable.

Build Relationships

One of the best parts of social media is that you can build relationships with your customers.

Social media gives you a chance to hear what your customers are really saying. Both positive and negative comments should be responded to in order to let your customers see that you value them.

When crafting proper responses, be sure to make each response unique. This may take more time, but constantly using the same old response will make your page look robotic and repetitive.

Instead, strive to cater every response to the comment or complaint in question. Your clients will see that they are getting personalized service and appreciate your excellent communication skills.

Look at Reviews

Using customer service for social can do so much more than just addressing problems and answering questions. Social media is a great way to keep track of how your customers really feel about your products.

Many customers choose to leave reviews on business Facebook pages. By including this as an option in your company’s Facebook page, you’ll be able to see how your company ranks on a scale of 1-5 stars at any given time. Along with your rating, you can see real reviews left by your customers.

You can use this to your advantage by compiling a list of the most common complaints so you know what you need to improve on. Don’t forget to listen to what your customers love about your products, too! Nothing frustrates customers more than when you put out new products but don’t include their favorite feature.

Using Social Media for Customer Service

Posting on your social media sites is a great start to utilizing social media for your business. However, it’s not enough to just have social media anymore. It’s now an important customer service tool.

When using social media for customer service, you should be sure to answer all questions, build relationships with customers, and listen to your reviews.

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