How to use social media to improve your customer service

social media icons on phone

According to We Are Social, there are just over 3 billion people who use the internet, and a whopping 2.1 billion of these people have an active social media account.

With these staggering figures, it makes sense to use the popularity of social media to your advantage.

Here we look at how you can use social media to improve your customer service.

Be on all platforms

There are so many different social media platforms and though this may seem an obvious one, your company should be on as many of them as possible.

One reason for this is it gives you the opportunity to connect with a much wider audience.

You may find that you have a different audience on one platform to another, so you can tailor your posts for each platform.

Respond quicker

The majority of customers are on some form of social media, which can be accessed quickly and easily through smartphones and tablets.

Being responsive to any questions, messages or comments you receive on your company social media platform will help you build trust and loyalty with your customers.

A customer doesn’t want to get a reply from your company a week after he or she asked a question. You should aim to reply within two hours of receiving a message.

Get personal

Many companies have scripted responses to social media messages but you should try and refrain from doing this.

Giving a copied and pasted reply isn’t personal and consumers often feel like they are dealing with robots, rather than humans.

Adding personality to your replies by including your name, your thoughts or your own experiences, customers can relate to you and this helps to build a relationship.

They are also a lot more likely to let others know about a kind-hearted reply they received, rather than a few scripted words.

Solve problems

If a customer has a problem or issue with your company, there is a big chance they will take to social media to contact you rather than call or write, as it is quick and easy for them to do so.

When you receive problems and queries you should do your best to solve the issue.

If you find you are getting a number of customers asking the same question or talking about the same issue, you could create a blog post or add it to your FAQ page and then share it on social media for if people have the same problem in the future.

Analyse data

Social media platforms, particularly Facebook, allows you to track and monitor your social data for free.

This means you can find out things like customer activity and customer behaviour patterns which you can use to your advantage.

Get feedback

Similarly to the above, you can analyse the feedback you receive on social media websites which allows you to improve your services if need be.

You can also ask for feedback from your customers by posting things like questionnaires and polls. Doing these things can save you both time and money.

Look at your competition

Most business profiles on social media are open and available to see by everyone, so why not use this to your advantage and check out the competition.

You should always be monitoring your competitors, but doing this on social media is quick and easy to do.

Be consistent

Finally, you are your employees should always be consistent. If you start off by replying to every single customer comment or question, it will have a negative impact if you later only reply to a handful.

The same goes with posting content – If at first you post a handful of content daily, but then begin to post one or two a week, the relationship with your customers may suffer.

It would also be beneficial to set out a clear policy for all staff using company social media profiles.