In today’s digital world, people use social channels to connect with businesses, and they expect those businesses to be available on social to provide advice, responses and information when they need it. Did you know that 72% of the Australian population are on social media?* Knowing that stat, for any business, it’s hard to dismiss that having fantastic customer service online creates a more reliable connection with existing and future customers and of course shows that your company cares.
The fundamental goal of any business is to give clients a comfortable and enjoyable customer experience, which helps retain and grow.
Before we get into it, here are a few more ‘cant ignore’ facts*
- 44% of customers say customer service defines a brand.
- 40% of consumers expect brands to respond within the first hour of reaching out on social media, while 79% expect a response in the first 24 hours.
- 57% of customers will follow a brand on social media to learn about new products and services.
Here are our top tips when it comes to communicating with your online community.
Respond ASAP – Make sure you respond to inquiries, complaints, reviews with empathy as quickly as possible – especially if they are visible to everyone.
Make social a priority – Make it part of someone’s responsibility to keep an eye out on social media for customer conversations.
Use the customer’s name where you can – The same way you would address a customer over the phone or email by name, do the same on social media and make the experience more personable for your customer.
Ask yourself: Does the customer communication need to move to private messaging? Learn which conversations should be moved to a private message or email to avoid negative public criticisms. We suggest you acknowledge them publicly and then inform them you have privately messaged and continued the conversation there.
Use automated messaging – Use an automated marketing tool to create generic responses to questions and inquires sent when you are offline. And give your customers a time frame of when they can expect a response.
Be proactive with your content – Use your platforms to share educational material to help your customers learn how to get the most from your products and services. Stay ahead and post updates about any known service issues.
Respond to everything – It might seem overwhelming, but you need to respond to all feedback, inquiries and remarks on social media. Monitor all of your mentions, check your DMs, study your reviews and keep tabs on any place you find people talking about you.