Customer Services on Social Media is not exclusively concerned with handling complaints. its about trying to establish a link between the company, the brand and its customers, both potential and real, to communicate using Social Networks.
Customer Service must be personal and two-way, and to achieve this, social media are very useful.
The company – client relationship can be more personal by using the Internet as a global tool, to act individually. For example: to inform a customer that their equipment has already been repaired, or to send information about a new store to the inhabitants of a certain emirate.
Customers who establish a relationship with a company or brand through Social Media are giving a clear signal that they are interested in being in contact with their products and offers. Hence, the importance of Social Media to publicize details of new launches.
Social Media allow you to “listen” to your customers, and know what they think of your products and services through a very cheap, fast and powerful feedback system.
Your company can use Customer Services on Social Media to respond to customers effectively, quickly and directly.
Social Media make it possible to detect possible damage to reputation, before these damages are extended or permanent.
Today more than ever, customers in London have a direct way to be “heard” by companies. This Customer Services on Social Media helps them to expose their complaints, their claims, communicate their positive and negative experiences with a certain brand or service, but it also helps them to obtain a lot of useful information.
SMEs must adapt to this change in the communication model that consumers have adopted, and the sooner they do it the better.
Be in permanent vigilance regarding what is being said about your company, brand, product or service.
If a customer contacts your company, it must respond promptly, honestly, and consistently. Social Media work 24 hours a day every day of the year, and companies must adapt to this rate as soon as possible.
Social Media are a great tool to make it easier for your customers to use your products or services. For example blogs, videos and podcasts can be extremely useful for this purpose.
Never enter into controversies with Customer Services on Social Media , this can generate a domino effect that you can no longer control.
People like to be treated by people and not just as customers, and Social Media allow this relationship.
Above all, your company must be consistent. The Customer Service policy on Social Media must include the management of this function through Social Media Packages United Kingdom, without contradicting or ruling out other communication mechanisms.
If you are concerned about the volume of work this may generate, consider whether your business would benefit from a social media monitoring tool. That is, automated active listening to detect those comments that refer to your brand without mentioning your handle or without appearing on your profile directly.
If you need help to determine if you need social channels dedicated to consumer service or a tool specialized in listening and monitoring, do not hesitate to contact us.