The 4 Musts of Social Media Customer Service

If you’re using social media for simply promotional or marketing purposes, you’re not fully taking advantage of all the features it has to offer. In recent years, social media networks have become well-known channels for customer service. Unfortunately, there is still a disconnect between what customers expect and what businesses are actually delivering. Here are 4 important aspects of social media customer service you must not forget to implement into your day to day business operations:


1. Don’t Ignore Consumers

Social media customer service matters and should not be ignored. All customer feedback on social media channels is public and visible to anyone and everyone. Your brand’s reputation may take a beating if you let things go without resolution. That said, it’s also important to make it easy for them to reach you. That means having a presence on all social media channels you know your consumers are browsing through.


2. Understand Customer Expectations

If someone is complaining about your products or services, most likely they expect you to see it and react to it. Quickly! A recent study done by The Edison Research found that 42% of consumers expect a response within an hour. The sooner, the better!


3. Monitor feedback

There are many tools that can help you monitor customer feedback and mentions on social media and search engines. Monitoring feedback will help you react whenever someone asks questions, needs help or leaves concerns. Ignoring your pages or not having them at all will only do more harm than good.


4. Have a Protocol in Place for Responding

Not always is there an answer to every mention or feedback. Often it’s better just to listen. Once you’ve made the decision to step in, think of the best way to do so. Should the response be done publicly or privately? I believe that in the majority of the cases, the responses should be done publicly. It allows for other followers to see that you care.


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