Customer service looks a lot different today than it did only a decade ago. More and more people are using social media to ask questions and communicate problems to brands. Because of this, businesses are ramping up their social media efforts to interact with customers online. An SEO company in Los Angeles can integrate a social media plan as a way to offer support to your customers. Your company risks coming under fire if you’re not answering online questions and comments directed towards your brand. Social media can be leveraged to increase your sales as well. Fostering relationships and being personable can grow customer loyalty and increase their chances of coming back.
The following methods can be utilized to enhance your social media customer support.
Put Together an FAQ Page
Answering customer questions can get pretty redundant. You can eliminate this problem by creating an FAQ page on your website and social media accounts. Rather than allowing common questions to congest your social channels, you can point them to the FAQ page. Include tutorials, descriptions, warranty info, return and exchange policies, and any other useful content about your products and services. If you hire an SEO company, have them poll other commonly asked questions to be added to your FAQ page.
The great thing about social media is that it’s instant. But because it’s instant, consumers expect quick responses from entities they communicate with. This is why being responsive is imperative. At best, you should reply the same day or the following business day if inquiries are made after hours. You don’t have to offer a solution right away. Just respond to the inquiry giving them a link to a customer support ticketing system or email address. The idea is to calm the nerves of your prospects and customers until solutions can be provided. SEO companies have experts who can manage your social media accounts, so that you can focus on the more important aspects of running your business.
Set Up Profiles on Multiple Channels
Your customers are likely on various social networks. Make sure you have pages set up on each of them for obvious reasons. It’s best to analyze your prospects and customers to determine where they spend the most time. If you are a B2B company, you may find them on LinkedIn, rather than Facebook or Twitter.
Hold High Regards for Customers’ Privacy
Don’t be the company that disregards the privacy of your customers. Asking for sensitive data over your social media accounts is obviously not a good idea. Not only does it open the door to potential identity theft, it also makes your brand look unprofessional. Anyone smart enough not to hand out their personal data will lose trust in your company.
Social media outlets provide the perfect setting for showing customers your human side. You will more than likely come across unsatisfied customers who are less than polite. Keep your composure and say the right things to calm them down. Show compassion and deescalate the issue as best you can. The key is to show you care and are doing whatever possible to accommodate their needs.
It’s difficult to handle customer support on social media, especially when you have a business to run. You can hire an SEO company in Los Angeles to assist you with this task. They have a team of professionals who are experienced with creating a strategy and managing multiple social media accounts. Make sure the company you hire has experience and a great track record.
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