Social media is more than just a way to market your company; it is a platform to have a two-way conversation with your patrons and should be part of your overall customer service strategy. They ask, you answer. They complain, you explain. They thank you, and you can thank them. Building the relationship with your customers is an essential part of delivering good service, and social networking sites are the perfect place to foster that bond. Here’s why:
Solidify a Personal Brand
Automation can be convenient, but it can also affect customer satisfaction. Through social networking sites, patrons know that there is a real person responding to their concern. Additionally, utilizing an online site enables you to personalize your response, humanizing your company and giving you time to put a conversational tone on your responses. In a sense, the networking sites make your help desk much more user friendly.
It’s All Out There
We are all familiar with at least one faux pas large companies have made through their social accounts. The push for transparency has created a world where every interaction you have with a customer could be videotaped, recorded or captured in some way. This can actually be a good thing, as customers want to be heard in a public way, and your social accounts give them that platform. What’s more, other people will pay attention to the way you handle the situation, which gives you the opportunity to further build trust.
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