Customer service has always remained an essential part of becoming a successful business. You shouldn’t only focus on the income you can make from your products and services but also understand the necessary steps to attract clients and eventually turn them into loyal ones.
The problem is how to do that, especially now that customers already use different platforms to reach you?
The answer to that would be social media.
CUSTOMER ONLINE ASSISTANCE
Client service has experienced fast changes to complement today’s need for fast-paced interaction. And thanks to social media, businesses have found a straightforward and efficient way to manage both their companies and customers while keeping a stable reputation for their brand.
Social media has been adopted by businesses to exchange conversations with their clients. It is also the platform for positive and negative feedback to be advertised. As this may seem the trend with brands today, you’d want to know if it’s necessary to use social media for customer assistance.
HOW CAN SOCIAL MEDIA AFFECT ONLINE ASSISTANCE?
YOUR CLIENTS NEED QUICK RESPONSE
Customer service is being able to serve the needs or concerns of your clients immediately. Whether they’re satisfied with your services or not, you shouldn’t wait for hours to pass before answering them.
Giving them immediate gratification will not just foster your client satisfaction. It will also allow you to build the right company image–caring and committed enough to ensure that their clients’ immediate needs will be addressed.
REMEMBER:
The research showed that 32% of clients assume a response on social media within 30 mins. Simultaneously, 42% expect their inquiries to be addressed in no longer than an hour.
It would be best if you established the human side of your business
At the top of online shopping, clients still find higher confidence in brands that help apply ‘more personal’ interactions via the sites that typical consumers use. While emails and phones leave you with other opportunities, it is through social media that you can give customer assistance in a more casual but conversational tone since establishing your brand’s human side.
You need to defend your reputation
As your clients are already active on social media, you’d find it essential to be informed if anyone posts terrible feedback about your brand. Customers typically use platforms like Facebook and Twitter to make their complaints known. If you’re on social media, it would be a lot easier to respond to negative comments and turn bad feedback into a positive one.
It would help if you capitalized on positive reviews
In social media, you will not just be made aware of the negative feedback about your business. There are also positive reviews about your brand that you should capitalize on it. Word-of-mouth works even online. Just consider the little time it takes for a positive comment to be posted and shared across channels. By actively acknowledging your customers through the media they use, you can establish a sound reputation and even allow it to spread like wildfire to your advantage naturally.
Social media has created a two-way channel that connects customers and brands. Simultaneously, there are risks involved in putting your brand across social networks, the personal relationships, the image you’ll build, and the potential conversions that you can generate using social media for customer service genuinely worthy.
