When a customer complains about your brand through social media, it can easily tarnish your identity to a wider audience. But just as complaints travel fast in social media, so does compliments.
Posted below are ways on how you can use social media as a form of customer service.
A Place for Your Customers to Talk
Letting your customers post complaints on your Facebook page can be counterintuitive, but you’d rather allow it than let them rant about your brand elsewhere. You can easily respond to your customers’ issues if you let them post on your page. If you do it right, you can turn their opinions around because of your superb customer service. Just a warning, though, don’t open the floor for complaints without creating a plan on how to handle them.
Draw Your Existing Customer Base
Draw your existing customer base to your social media platform using your current methods of reaching-out to them. Run a contest or a promotion on your Facebook, and include it on your product’s packaging, newsletter, or email. After all, they already “like” your brand in real life.
Customers use social media to “connect” and be heard. Interact with users who talk about your brand, whether it’s a compliment or complaint. Don’t wait for someone to post on your wall or mention you in his or her tweet. Make them happy by listening to what they have to say.
Reward Your Brand Ambassadors
Find your brand’s social media influencers and give them rewards when they least expect it. Turn them into advocates of your products by making them feel special. It can be as simple as pitching new or upcoming products for them, giving them a free sample, or giving them an office tour.
Share Compelling Content
Engaging people with your brand through social media can be difficult if you don’t have anything special to say. That’s why use your online platform to share useful and relevant content to your customers. Every brand can – and should – create and share quality content.
Go Beyond Text
Other than texts, share images or videos on your social media network to make it more interactive and engaging. Moreover, encourage your customers to participate and share contents on your page. That way, you are making your online presence sound and look human, and your interaction with your precious clients is more personal.
Using various social media for your business can impact your brand big time. So use it to its full extent, but don’t forget to learn how you can handle it properly.