Customer Service 2.0
There are over a billion, (that’s billion, with a B) Facebook users to date, and more and more people are signing up for an account every day.
Twitter is being used by even traditional media companies to deliver the freshest, most recent news updates in 140 characters or less.
YouTube videos are getting views by the millions, and more content is being uploaded by the minute than can be watched in 48 hours.
LinkedIn is growing to become a leading network of professionals and entrepreneurs who wish to get their names out in the market.
With the proliferation and pervasiveness of various handheld devices such as smartphones and tablet computers, people are no longer ‘going online’ they are always online! Connected 24/7 to the Internet. As a result, the Internet is where most people go to research businesses, to ask questions, to praise or to complain.
All these social networking tools can deliver what an expensive phone-in customer service hotline can’t—it gives instantaneous personal access to your users and customers with just a few clicks of the mouse. Social media allows you to offer speedy and personalized customer service to your target market
Follow these simple and easy tips to get your social media customer service line up and running:
In cyberspace, what you say can sometimes be just as important as the platform you say it in. You don’t have to sign up for every single social networking account out there. Pick and choose the ones that your target market uses the most, and work from there. You will invest a lot of time and effort in putting together initial content, with few interactions to show for it. But as time passes you’ll soon be responding to tweets and friend requests on the fly.
Make Regular Updates.
A social networking account is no use if you don’t update it regularly. I know, it’s tough – and I’m guilty of owning a few tumble-weed profiles here and there but try to post a little something about your business or industry every other day at least.
Get Tooled Up.
There are a myriad of add-on tools available out there that enable you to keep an eye on multiple accounts/profiles from the same dashboard, a popular tool used by many is Hootsuite.
Services such as Google Alerts can be set up to email you whenever a keyword or phrase you set is published online. Get notified any time your brand name is mentioned on the web.
Make sure that you read all queries that are raised through your various social networking accounts. Answer them within the day if possible, give concise, polite, and friendly responses.
As I’m sure you know a sub-standard customer service policy does not just put your business in a bad light—it also discourages potential customers from trusting in you enough to try out what you have to offer. At the end of the day, how your customer feels about your business will decide whether or not they will place an order with your company.
Social media isn’t really an option any longer, just because you aren’t there doesn’t mean your customers aren’t.
What are they saying about you?
Wouldn’t you rather be a part of that conversation?