How to Provide A Better Customer Service By Using Social Media?
No business is successful until or unless it has happy customers. Happy customers = Successful business. Unhappy customers = bad reviews = bad impression = bad business.
As much as a business needs a team of experts, a capital and a mission, so does it need a good customer service which is the most essential thing to support its survival.
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In the current era the online competition is growing at a very fast pace. With the increase in competition it has become necessary to provide services that would increase your business. We cannot deny the fact that social media has revolutionized how people communicate. The art of providing a better customer service is to manipulate every available opportunity and make the best use of it in your favor. The concept of social media is relatively new in online activities. Social media has given new dimensions to many aspects of businesses. It is a known fact that companies provide services and support to their customers before or after sales. Such services are very useful in building a certain level of satisfaction and trust in customer’s behavior, also they are necessary just to complete a business transaction. It is possible to provide better customer service with the help of social media because of its structure to interact with individuals and groups effectively.
To follow are some of the most successful ways in which social media helps businesses achieve better customer services:
Monitoring
Remember how long it took to create surveys, get them to your customers and then wait for their feedback? It also took a lot more time to get feedback from customers who would use your product. With social media in between, it is now very easy to get customers’ opinion and feedback. All companies need to do is to monitor customer’s data and respond over the same platform wherever necessary. Customer’s response is a guide for companies to devise business strategies and modify products. Moreover, if there is any negative propaganda about the company you can easily identify it and respond it at the spot!
Use of Employees
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Social media is one of the best ways to connect online. LinkedIn is one of the best social networking site for professionals. With 175 million users, LinkedIn is one such platform that will help you gather your customers under one roof. According to the latest research done in October, 2012, there are 1 billion active users of Facebook, until April, 2012, there have been 500 million active users of Twitter and the list of other social networks goes on. Your business can reach your share of customers who are active on one of these networks. Assign the task of providing customer services through social media to your employees — So that, they can use their personal account on those websites to address the customers on the company’s behalf. In this way the customers will feel that they are getting more attention from personal perspective. This strategy also helps in relationship building.
Provision of Specialist
Unlike conventional customer services, social media allows for presenting different personnel for various categories of services. For example, a technical query is directed straight to the technical manager, tariff’s query is directed to sales personnel and so on. In conventional services the customer may sometimes be confused and may be misguided due to lack of knowledge on part of representative.
Timely Response
No matter if it is an email, chat or even video conversation; through social media you would give quick response to the customers. In the normal helpline scenarios where customers have to wait for longer periods of time for their turn and in a number of cases they never get the representative due to technical/miscellaneous problems. Social media has a clear edge in this aspect.
One Fits All
It is easier to update a company’s or product’s fan page for a common query than to respond to separate calls from different customers who are asking the same question. It is very important to carefully select the words for every response as it will be seen by many people.
Customers’ Interaction
Be positive in your approach towards customers’ interaction. There might be some negative opinions coming but if your product or service covers it up with some other feature or the problem is faced by only some customers then others will definitely support you or address their problems. If you won’t give them a chance to discuss the issues with each other, they would take some other platform and that won’t do any good to you.
A healthy business is easy to maintain with a health customer service. Customers can build or ruin your business. So it is essential to keep the customers happy.
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