Social media is the new customer care, and this isn’t about to change any time soon.
Having both a background in customer service and social media marketing, this is something I mention to everyone I work with, and there is a reason for that.
Social customer care is the new customer service
The world is changing, and so are expectations, ways of communications and ways to deliver a stellar customer experience. Because of these reasons, social media has become a powerful customer care and service tool.
So if you were to ask me “Where does social customer care start?”, I would tell you that it starts by getting social.
That’s your first step.
If you aren’t on social media, start using it for your business. If you are, let’s see what we can improve.
Once you are on social, get to know your community.
Be proactive by polling your audience to find out what they want, how they want it delivered. Ask engaging questions. Take the feedback received and provide VALUE.
This can be in the form of webinars, posts, videos, trainings, blogs, etc.
You’ll want to be mindful of first impressions.
With social media, the world is watching you front row! So be mindful of your response time, how you respond, your tone and how helpful you are.
You’ll want to respond to every inquiry and comment received and try not to use canned responses.
Use your strategy to fix a problem.
Here’s an example: if you receive some calls that you cannot handle on a similar topic over and over, see how you can use social media to answer the same questions and watch your number of calls reduce over time.
Take time to revisit your strategy and ensure that while fixing a problem, you are still leveraging social media for your social customer care efforts.
All of the points discussed not only help you build a stronger online presence and reputation but also creates a positive customer experience.
How do you use social media as customer care tools? I would love to hear your thoughts in the comments below!