By Stefanie Amini, Marketing Director, WalkMe
Every business owner wants to find the secret to success, the key that will boost sales and increase revenue. The answer is very simple: the key to success is combining outstanding marketing efforts with top-notch customer support. This is where social media can be extremely useful and improve the quality of the customer care services, if used properly. As a matter of fact, social media is also used for managing the reputation of some of the world’s biggest brands and corporations. Having said that, here are the top 7 most efficient ways in which social media can help businesses improve customer support:
1. Post Fresh Content Regularly
This is the secret to using social media in your best interest, be it YouTube, Facebook or Twitter. The more often you post, the better. Reply to messages, post interesting facts and questions and engage in conversations with your customers.
2. Avoid Over-Advertising and Be More Social Instead
While it is true that Facebook, Twitter, Digg, LinkedIn and all the other social networking websites can dramatically boost sales and they
play a vital role in every marketing campaign, it is essential not to forget that in the end, these are social networks where people communicate. Nobody wants to have ads thrown at them on a constant basis, it is fine to promote your business but do not overdo it. Take into account every customer complaint, suggestion, review or testimonials. Good or bad, this is still valuable feedback that can certainly help you improve customer support.
3. Make Them Trust Your Business
Given the fierce competition out there, it is essential to make your business as reliable and as trustworthy as possible. Not only the message of the content you are sharing on social media matters, but also the tone. Social media is a great opportunity to build brand trust, to expand your target market, to emphasize on customer experience, boost sales and increase brand awareness and visibility.
Never neglect your customers when they have a problem or a question, always reply to their messages and encourage them to contact you or to leave further messages if they are looking for something in particular. If your customers feel respected, value and appreciated, they will tend to trust your business and this is the secret to success.
4. Be Customer-Oriented
Social media is more about the customer, rather than the product. This is why the social media support stuff should be more customer-oriented when using Facebook and Twitter to promote a product or a service.
5. Identify Social Media Leaders
Keep in mind that if a user likes your Facebook page or follows you on Twitter, this does not necessarily mean that they are particularly interested in what you have to say or offer. It often happens that these people follow your activity only to see when you post freebies or special discounts for this reason, you must avoid engaging every customer and focus only on social leaders, on those who frequently comment and share your content. These people display genuine interest in your business and their efforts should be rewarded accordingly!
6. Make Good Use Of All Social Tools
There are many social tools that can come in handy, and WalkMe is one of the most notable ones. Basically, this is a tool tip software that offers users efficient and reliable step-by-step guidance through the website of your business. Discuss is another social tool that you will surely find useful.
These tools can help you keep track of the feedback it is essential to harness all feedback and reviews, regardless if they are positive or negative. Appreciating even the negative comments is a part of your company’s integrity and honesty, two aspects that every customer appreciates.
7. Turn Your Customers into The Advocates Of Your Business
Never underestimate the influence customers can have over other customers. You would be amazed to see how a customer that is very pleased with your product or service can influence another customer that has written a negative review. These are your business’s advocated and you need to cherish and appreciate them, given the fact that they influence other people and their long-term decisions. Besides, these customers can even offer answers to other people’s questions on social media, when your social media staff cannot face the requests anymore.
Stefanie Amini is the Marketing Director and Specialist in Customer Success at WalkMe, the world’s first interactive online guidance system. She is chief writer and editor of I Want It Now, a blog for Customer Service Experts. Follow her @StefWalkMe
By Stefanie Amini, Marketing Director, WalkMe