Twitter & Facebook are often the first port of call for many customers who have pre-sales or support related questions. Leaving customer questions to go unanswered makes a business look unprofessional and like they just don’t care, so it’s crucial that your business is visible on social networks, and that regular monitoring all of your channels for brand mentions and customer questions is maintained as a priority.
Helping to drive customer service through real-time communication helps to make happy customers, which in turn creates brand champions, who drive positive brand sentiment. Customers can convert, thanks to businesses answering pre-sales questions, promptly and effectively.
Do you have an effective social media presence? If you lack time or experience we advise that you do ONE platform really well, rather than several that are thin on the ground.
How much time or effort do you put in to monitoring your reputation? It is vital that you are aware of what people/customers are saying about your business or products – both good and bad.
Problems happen – fact of life, however, it is HOW we put them right that gives you credit and a good reputation. Think carefully about this before dealing with on-line communication. Customer service through social media gives you a chance to show your customers that you are human and there for them.
If you have any questions regarding customer service and social media we are happy to chat any time or you can e-mail us your questions. You might also like to see an overview of our Social Media page.