How to Dominate Social Media Using Outstanding Customer Service

November 9, 2021 Written By Hemant Parmar

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How to Dominate Social Media Using Outstanding Customer Service

Social media is a massive thing in today’s digital and competitive era, as most businesses have their social media profiles. Well, that’s one of the key reasons you need to be there for them every time whenever they need. And customer service plays a crucial role in converting those visitors into customers.

In this guide, we will discuss how you can dominate social media using outstanding customer service. You must provide the best customer service when it comes to social media, whether it’s responding to comments, responding to DMs, appreciating followers, and hosting a giveaway to impress your customers or audience.

If you remember, there was a phone call helpline, but now those services are replaced with social media. Yes, gone are the days when we used to ask on call for concern, but now with social media, colossal improvement comes to the business world. The world is growing!

What is Social Media Customer Service?

As the name suggests, social media customer service gives automated customer support and help through social media platforms like Instagram, LinkedIn, Facebook, and Twitter. Offering social media support means providing one-to-one chat options to customers.

With social media customer service, you can provide live support to your customer through chat and comments. Help can take place in many forms, either privately and publicly. Often, customers opt for social media whenever they have a concern or need the company’s support.

Ultimately, it is one of the best services you can consider to lure customers to your brands or products. All you need to do is have social media platforms and a good profile so people can reach and ask. By doing this, you can win the trust of customers and keep engaging with your brands.

Read more: 5 Ways Social Listening can Help your Business

Why is Social Media Important for Customer Service?

No wonder social media is a powerful tool any business could consider for customer service, and it will be in the future. The reason is because of the wide popularity of the platform and the number of social media users. Hence, you must build a robust online presence and enable free support for your customers’ issues and feedback.

Moreover, since social media channels are free to the public, and anyone can use them, using them for customer service can be the best way to enhance brand affinity and build a positive online image. In addition, it is also possible to construct a large customer base by taking up social media customer service more seriously.

Also Read: Social Listening, Interaction and Selling Set Social Revenue for your Social Commerce

With social media customer service, you can let your buyers know that you are active for them at all times. This is one of the best ways to build trust with the audiences and win over their loyalty for a long time.

  • 45% of the world’s population uses social media.
  • 42% of people that have social media use it to research products.
  • Handing customer service requests via social media channels is 12 times cheaper than handing the same request by phone.
  • The average social media user visits six different channels per month.

Social Media Customer Service – Best Practices

Now that you know how important it is to use social media for customer service, let’s look at some best practices. These will help you understand how social media can be a powerful tool to build customer service while building a positive online image for your business.

In this session, we will discuss try and tested practices that help you improve your social media customer service game. Let’s get started.

1. Identify where your customers land the most

Before anything else, you must pick the right platform and identify where your customers land the most. Knowing preferred platforms is essential to reach and serve them better. And that’s why to choose a platform, whether it’s Instagram, Facebook, Whatsapp, or Twitter.

If you pick the wrong platform, you miss an opportunity to get lots of customers and end up wasting most of your resources. You must identify as soon as possible that where your customer lands the most because that’s how you can reach them and communicate to solve their problems.

You cannot make an assumption based on the activity you find your customers do on different platforms. To know exactly where they land the most, you need to analyze what they are doing and what types of content they like the most. Also, you can see their activities based on the platform and make sure they use that platform the most.

Also Read: Get to Know Your Customer Day 2021 – Here’s What You Should Know

2. Monitor your brand

This is one of the most extraordinary things you can do to see how your customers reach your brand and approach. Monitoring your brand will help you know what your customers are thinking about you, whether positive or negative.

With the help of monitoring, you can also find how your customers are approaching you and providing a review of products. In the end, it is a wise choice that can help you improve social media customer service.

3. Provide customer support handles

Buying from a brand social media platform doesn’t mean you have to leave away from your customers. They expect a lot from you and your brand after purchasing a product, whether its customer support, complaints listening, and many more.

It’s your responsibility to provide your customer with social media support handles as a support or customer service. It would help if you made sure that the social media platforms you are providing are accessible and open for all rather than keeping private. Ultimately, you have to give as good as possible service to your customers.

Having customer support handles means you are providing them with everything and being there whenever they need help. You can add a customer support handle in your bio so people can know and connect when they have concerns.

4. Respect and Respond every comment

Getting negative comments doesn’t mean you have done something wrong. It’s just a lesson that teaches you to become better, and that’s why don’t take it wrong. At the same time, getting positive comments doesn’t mean you have to fly in the sky and don’t respond.

You have to respect and respond to every comment that you get on your social media platforms. As a business, you have to take care of everything that hurts your customers and make them happy by delivering excellent customer service. Hence, try to respond and solve your customer’s problem.

Conclusion!

In the end, we can say that social media is a vast platform that every customer uses. Therefore, handling customer service on social media can be one of the best ways to offer easy, efficient, and cost-effectively support to your customers.

Need help in dominating social media using outstanding customer service? M-Connect Media can help you. We have an in-house team of excellent eCommerce consultants who can help you dominate social media through customer service. Contact us for more information.

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