How To Solve Your Customers Biggest Problems With Social Media
Most companies realize the increasing importance of providing an excellent customer experience and how it plays a vital role in the success of a business. But what many companies don’t realize is that customer service is evolving and customer service skills are now being integrated into social media. With the rapid growth and development of new communication media, nearly half of all US consumers use social media platforms to ask questions or report a complaint to a business. A study by Lithium Technologies found that 53% of customers who ask a brand a question on social media expect a response within 1 hour, with that percentage rising to 72% if it is a complaint. This means when customers are upset or when they have an urgent request, they expect an answer right away.
Companies can no longer afford to keep customers waiting or it will result in the customer going elsewhere. If you do not have an answer to a customers inquiry, do not ignore it until the next day. Instead, always leave a reply for the customer letting them know you are looking into their inquiry and will get back to them as soon as possible. This shows you have acknowledged the customers input and makes them feel appreciated. The key to delivering great customer service on social media is to be speedy, personal and empathetic in your response. If your company cannot provide a 24 hour customer service, make sure your social media profiles have your operating hours stated clearly on them. Also, it is a good idea to list your company’s additional contact channels (support email, phone number, etc.)
Many businesses are skeptical when it comes to providing social care because social media gives dissatisfied customers a bigger voice. However, social media in return gives businesses an opportunity to diminish those problems and turn a disgruntled customer into an even more loyal one. If you can answer a customer’s concerns quickly, nicely, and effectively, you’ll instantly leave all of your followers with a good feeling and confidence that your customer service is top-notch. In addition to taking care of one customer’s complaint, you are also showing their network of friends and your own company’s followers how you care and handle problems.
The more interactions you have on social media means the more opportunities you will have to point back to your own brand. Your customers will mention your brand in their posts, which in turn makes you visible to all their contacts. If a customer receives great service over social media, they are likely to spend 21% more and 71% are likely to recommend the brand to others. No matter how you handle comments on social, you’ll be creating more substantial, personal relationships with your customers, and you’ll be increasing the visibility of your brand and SEO rankings.
Resolving issues and answering customer questions through social media does give you a few more vulnerabilities, but the risk is worth the potential rewards. If you are looking for assistance when it comes to the ordering process and customer support for your company, BMT Micro may be a solution for you. We have the best customer service and we are quick to respond to customers’ and vendors’ inquiries. BMT Micro handles your customers from the point they land on the checkout page through the point of them receiving their purchase, and sometimes beyond. Your customers are able to call BMT at any time during our business hours and personally speak to someone at our headquarters. We do not solely communicate via e-mail or redirect calls to a calling center but offer a personal approach from start to finish. Your customers are also able to contact us through our social media pages and we guarantee their request will receive a quick and efficient response. If you would like to learn more about the services we offer, please contact our Marketing Specialist via email at firstname.lastname@example.org for more information.