Twitter, Facebook, Instagram, Google +, Periscope, Tumblr……. The list goes on and on.
Social media is taking over the world and you shouldn’t ignore it’s potential.
However, you’ve heard all those stories about how businesses have tweeted something out of context, ignored reams of angry messages and then been torn to pieces in the papers.
“How could I make such a risk for my business?!?”
Don’t run into bed and hide under the covers. Social Media is your friend. It can really help you to learn more about your customers and enhance your brands reputation.
Yes, it can tell you some home truths. But you can use these to your advantage.
Turn trolls into triumphs. Anger into advocates. Berating into Brand Champions.
How? Here are some simple tips:
Don’t be afraid to post back. Someone is reaching out to you. They want you to help them.
Don’t be surprised if your customer finds that using social media is easier than picking up the phone.
Just by responding you could help turn an escalating issue into a moment of great customer service.
Try your best to answer a question over social media, rather than asking them to hop into different channels.
2. Be Human
Add a bit of you in every post. You’re a person after all.
Customers want to feel like they’re talking to someone, not a computer.
Throw in a smile when you’ve helped to fix something. Make a joke about the weather. Put in a terrible pun.
Remember to use your judgement. Putting in a cheeky wink sometimes isn’t the best when a customer isn’t happy.
However, you might be surprised how a bit of personality can go a long way.
3. Hold your hands up
If someone isn’t happy with the service they’ve received and you’ve found that it hasn’t gone right, then don’t be afraid to admit it.
Sometimes ignoring a message can make it look worse. According to Gartner, not answering questions can lead to a 15% in the churn rate for existing customers.
How do you respond? Simply use ‘AAA’. Acknowledge, Apologise and Action.
Acknowledge their post, apologise for what has happened and state what you’re going to do to help resolve it.
Customers will appreciate your honesty. Others will see how you’re looking to help put things right.
4. Answer in good time
It’s not just about posting back, it’s how quickly you do it.
Now, don’t go thinking that you need to be clicking refresh on your computer every five minutes. As long as you respond in a reasonable time, then this is fine.
Don’t have an answer straight away? Just tell the customer when you will know more and when you will contact them next.
5. Learn from your customers
Social media is a great way to gain real-time feedback so read what your customers are telling you.
Are there any common themes? Is a particular service not working?
Don’t shy away from this feedback. Embrace it. Share what people are telling you with your teams to help improve your services.