utilizing social media to enhance customer service

What are the ways to leverage Social Media to enhance Customer Service?

Wondering how to generate more leads successfully? You just have to go where the people hang out. With 1.23 billion users on Facebook and 271 million users on Twitter, you clearly have to make your presence felt on social media. Not only is it the most effective means of business promotion, but is also very cost-effective. If you know to how to effectively leverage this medium to your advantage, you can retain your customers and attract new ones. Interacting with your customers directly and fostering relationships results in your loyal customer base expanding.  Polls indicate 63% of small business owners find social media an effective source of promoting their business and that it is a successful means of creating more loyal customers.

using social media to enhance customer service

Below are the Ways on How to Utilize Social Media to Enhance Customer Service

1. Regular Interaction with Customers

You probably already have a social media profile on Twitter, Facebook, Instagram, Pinterest, and more. However, in order to interact with your customers, you must have a separate social networking profile for your business.

2. Start Blogging

Create a blog for your business to share news about new products, latest promotions, or simply share useful information related to your products or services.

Related:
Blogging — Just What Your Business Needs To Boost Your Online Marketing

3. Ask For Feedback and Respond To It

Encourage your customers and followers to give your feedback regarding your services and products. Create polls and surveys and ask your followers, friends, and regular customers to provide feedback. Furthermore, it is essential to always respond to whatever feedback you get from your fans or followers. If there is any complaint, immediately act on it and provide solutions to the customers. Ask for suggestions. This will make the customers feel important and involved, subsequently resulting in an increase in their loyalty towards your business.

4. Regularly Monitor Online Feedback

There are several other mediums online where your customers can give feedback about your services and products besides your official website, blog, or social networking profiles. You must be aware of what individuals are saying about your products and business. Use tools or search engines like Google Analytics to look for reviews and feedback.

5. Know Your Competition Better

Keep an eye on review sites where people provide their feedback about products and services they used. This is not merely to see what people are saying about your business but also to know what they are saying about your competitors and determine what you can do to improve your business. For example, if they are providing special offers which the consumers love then maybe it is a wise idea for your business to launch a special offer as well.

6. Understand the Needs of Your Customers

If your customers are regularly sending your queries or complaints, then maybe it is time to really look into the problem and find its root cause. Change or modify the processes, if needed, to satisfy the needs of your customers. For example, you can add a FAQ section to answer the most regularly received queries.

Through social media, you can effectively promote and market your business in order to reach maximum number of your customers. It is better to have a strong social media plan to ensure that your business maintains a positive presence on the web and bring positive results for your business.