Customer happiness is crucial to every company’s success. As more customers use Facebook and Twitter to vent their frustrations or ask inquiries, there’s no denying that social media is an important tool for connecting with customers. It’s even more critical that you understand how to evaluate customer service.
There is no doubt that social media is a tool to provide great customer services around the clock. When you handle the complaints and concerns of your customers through social media, you win halfway.
It’s because you show them how important customer satisfaction is to you.
Today, it is more important to have an efficient digital marketing strategy. If you are running a digital marketing agency, you must realize how crucial social media is for customer engagement and satisfaction. There are a variety of ways to use social media for customer service, including strategically using hashtags and creating a separate handle for customer service.
Why Use Social Media Marketing for Customer Satisfaction?
For modern businesses, social media is a crucial marketing tool, but it can also improve customer service. Managing your social media presence carefully is crucial if you want to reap the benefits of this plan. If you don’t do this, you risk damaging your brand and driving away prospective paying customers.
It is important for your company to prepare a plan to handle customer service issues via social media since it provides an additional, more convenient means of communicating with customers. It also improves your brand’s reputation and, if done correctly, raises your chances of becoming viral. A well-crafted social media customer service strategy, at the very least, could provide an opportunity to cultivate a distinct, memorable, or even amusing brand voice.
How to Utilize Social Media to Increase Customer Satisfaction?
Customers are the lifeblood of every business and should always come first.
Satisfied customers can help you build credibility and bring in new and loyal customers. According to research, people are 4X times more likely to make a purchase if referred by a friend. This is why you should keep your customers happy and satisfied through exceptional customer service.
Determine What are Customers Saying About You?
First and foremost, as a business, it is critical to allocate your time and resources appropriately. It’s impossible to respond to your customers’ queries, problems, or feedback if you don’t know what they’re saying about your company.
Simply looking for your brand name on the internet may be really useful in directing your support. You must then take action once you have discovered the forums or social media venues where your business is being discussed. Failure to engage with your customers on this level can harm your brand’s overall image.
Measure Customer Service
Always keep in mind that the consumer is the cornerstone of your company. It is critical to pay attention to their ideas and opinions. This includes not only responding to their inquiries but also analyzing client activity across all of your social media platforms. To gather a large enough sample, smaller firms may need to collect a week or a month’s worth of data, whereas larger enterprises may need less time.
You can use this information to analyse how many comments were-
- Were written in annoyance
- Offer useful feedback to other users
- Specific to the account
- Can the questions be answered using links or any other resource?
You can use this information to plan staffing and resources, set priorities, and make self-service decisions. You can also choose whether to address issues on the social media site or provide a link to another resource. This allows you to provide a streamlined service that responds to consumer questions without wasting corporate time.
Monitor Where your Brand is Mentioned
The development of social media has firmly placed the power of your clients in your hands. Because of the digital revolution, you no longer have control over your reputation. While you might not be searching for your consumers on social media, they might be. If you don’t provide social media customer support, you can be doing more harm than good to your brand.
To avoid this, continuous monitoring of your active social media channels is essential for maintaining control over your brand’s reputation and providing prompt customer care when needed. As your company grows, this becomes even more critical.
Most clients who are looking for a response from your company will tag your social media handle (for example, using the @ sign on Twitter or Facebook), ensuring that you are aware and able to address the issue as soon as feasible.
This, however, is unlikely to be the case for all customers.
Some clients may choose not to include a tag, putting your company’s name in jeopardy. While you may not be able to view their complaints firsthand, all of their followers will see their message and may decide to shop at a competitor rather than your online retail store.
That’s why it’s critical to keep an eye on your social media accounts and the internet as a whole. You want to get rid of any negative publicity about your company as soon as possible — albeit this won’t always be possible.
Respond in a Timely Manner
Because social media networks operate in real-time, any comments or concerns about your retail store must be addressed as soon as possible.
On email, customers can expect a response from a customer service team in one to three days.
But, for social media, customers demand a response within a few hours — and even that is pushing it, as you’ll see further down.
And, with a global average of more than 30% of customers complaining about a business or its customer service, this isn’t something to overlook; a percentage that is only expected to climb as more digital native generations reach maturity.
Furthermore, an estimated 67% of customers now utilize social media networks such as Twitter and Facebook to seek resolution for concerns, and organizations that engage and respond to them through the platforms can expect to spend 20–40 percent more.
On social media, the quickness with which you respond is equally critical.
According to research by The Social Habit, 32% of customers who have contacted a brand for customer service expect a response within 30 minutes, and 42% expect to hear from the brand within an hour.
If you’re not prepared to cope with this rapidly evolving trend, you may end up doing more harm than good to your brand and organization. Your clients are the lifeblood of your business, and keeping positive relationships is essential to achieving high profits.
Employ a Dedicated Support Channel
As your company grows, you should consider establishing a dedicated support channel.
This will help you in managing complaints and social media comments. Twitter is the finest medium for this, and many huge worldwide corporations already use it.
Dealing with complaints will make your social media profile look cluttered and disorganized.
Especially if you also utilize the network for promotion too. Furthermore, when it comes to battling for business, you definitely don’t want potential clients to see concerns firsthand. Of course, doing so is only worthwhile if your brand.
and business is significant enough to deserve it. Umn, and you have a lot of Twitter engagement. Otherwise, stay away.
Missguided, an online fast fashion shop, for example, has two Twitter accounts one for marketing and one for customer service, as they receive complaints every hour. At the top of their profile, they also indicate all of the methods you can get aid.
You might also choose to make your customer support account private, similar to how Adidas does, to keep prying eyes out of remarks that could cost you future business.
Consider Using a Social Media Management Tool
Keeping up with your social media presence, especially when it comes to customer service, can be difficult. That is why using a social media management tool might be beneficial. A social media management tool can make your life much easier if you want to make your approach to social media more efficient and streamlined.
We recommend checking out the following social media management tools:
A social media management tool may help you organize not only your posts across various social networks but also monitor brand mentions for your business, saving you the time of having to check each network your retail store utilizes individually.
It’s simple to monitor your social platforms using any of the above suggestions, and you can easily answer queries, communicate with your consumers, and ensure that your customer care is on point throughout all of your social media networks.
Social Media and Customer Satisfaction
Social media is a tremendous tool that isn’t going away anytime soon; it connects friends and family, brands and customers, and people to people. You’re putting yourself exactly where your consumers and potential customers want you to be by using social media for customer service.
By investing in a social media customer service plan, you can ensure that your organization is future-proofed. Especially now, as new digital native generations approach maturity and customer expectations to alter once more.