Social Media for Customer Service for Business - Splash Media

Social Media for Customer Service

Social media provides organizations many benefits, including brand awareness, the chance to engage new customers, and the opportunity to drive both traffic and leads. But one fringe benefit often overlooked in social media is the ability to provide superior customer service through social media channels. Here are three ways to use social media for customer service:

1. ?Invite public feedback about company changes or new products.? Curious what potential or current customers think of you? Just ask! Users will appreciate that you asked their opinion publicly.
2. ?Listen? for compliments or complaints about your company or business, and respond appropriately. Use the search functions on Twitter, Facebook, and LinkedIn to find users talking about your industry. Provide a solution or offer value in your response to gain their respect.
   For example, let?s say you are a heating and air conditioning repair company and you find someone on Twitter complaining about the summer heat. Tweet them, ?Sorry you?re feeling the heat this summer! We?re offering free unit checks through June.?
3. Broadcast company announcements, mistakes, or gaps in service. Let?s say your company website or hotline is down for an extended period of time. Let your communities know, and provide a timeline for fixing the issue. A simple, ?We apologize for the inconvenience? message goes a long way in showing customers you care.

Above all, don?t be afraid of getting negative comments or feedback through social media channels. It?s better to see honest opinions from your audience members in an environment you control vs. not knowing what?s being said about your company or industry. Ask questions, listen for conversations, and be as transparent as possible to gain the respect?and trust?of your community.

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Natalie Bidnick is a Splash Media Social Media Manager and On-Air Talent for Splash Media U. You can find her on Twitter @NatalieBid.?Click here to see all of Natalie?s blog posts.

Source: http://www.splashmedia.com/resources/blog/social-media-for-customer-service/

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