In business, we all know that customer service is everything. And as consumer needs and expectations rise, it’s imperative that we as business owners rise to meet those needs.
Given the enormous power of social media, there’s virtually no excuse not to create impeccable customer service experiences with your product or service.
Why? Because social isn’t just for promotion and distribution. It’s also necessary to engage your community. One important way to do that is by devoting much focus toward customer service.
J.D. Power and Associates published a 2013 social media study indicating that 67% of consumers have used a company’s social media page for service.
67%. That’s definitely something to pay attention to.
Making your company or even yourself accessible on social media is hugely important to those who will buy from you.
In my latest for Black Enterprise, I’m giving you the 2 ways you can use to make your online customer service experience impeccable.
1. Social allows you to listen.
One of the first rules of social is being present where your community hangs out online. The next order of business is listening to what they’re saying to and about you.
One common way to do this is by reading blog and Facebook comments, tweet mentions and direct messages and email.
Outside of these things, though, it’s imperative to monitor your brand with tools like Google Alerts and Social Mention to find indirect mentions of your brand, product, service or a particular individual.
Google Alerts allows you to get alerts for any search term or keyword you desire – whether it be in the news, blogs, groups, web, videos or all of the above – for free. You can also control how often you receive updates via email.
Social Mention is a free, real-time social media search and analysis tool that takes things a step further by allowing you to access analytics about the sentiment (positive, negative or neutral) of the search term you’ve entered (which could be your brand or an individual). Additionally, you can monitor top associated keywords, the number of users and top users mentioning said keyword, top hashtags associated and top sources.
Social monitoring tools like those mentioned above help you dig deeper into what folks are saying about your brand – allowing you to address questions and problems. The only way to know a problem (or a common set of questions) exist, to handle those problems or questions and create more happy customers is to know what they’re saying about your product or service.
Don’t let feedback catch you by surprise.
Check out the full article here!
I wanna know…how has social media helped you bring impeccable customer service to your community? Comment below! I’d love to hear from you.