Four Corners Social

#TrendingTuesday: Social Customer Service

4.11.17 | Written by the team at Four Corners Social

The biggest thing right now on social media? United Airlines. And in light of the social media backlash that United is now experiencing, we thought it would be a good time to discuss some of our top tips for social customer service and how important it is for businesses in today’s world.

Everything posted to social media is influential, so it is important to always keep in mind customer care when posting or engaging with your followers. Customer care is a game changer, especially in today’s social atmosphere where the consumers are driving brand narratives- not the other way around.

 

“I genuinely believe that any business can create a competitive advantage through giving outstanding customer care.” - Gary Vaynerchuk

 

Four Corners Social top four tips for creating an amazing social customer service experience:

 

1. Humanize your brand. Personalize your interactions with fans and followers by addressing them by name, and signing off with your name. This helps your audience feel like they’re interacting with real people.

 

2. Set a goal around how long it should take your business to get back to every inbound comment, complaint, inquiry, etc. Today’s consumer expects brands to always “be on” and available for a variety of issues. On average, consumers expect replies within 30 minutes to an hour after contacting a brand on social. Regardless of when they make that first contact. Is your business ready to handle those expectations? *Check out this article, or this article for more on consumer expectations:

 

3. Not everyone is going to tag your business when talking about you on social. Use listening to keep up with what people are saying about your business, even when you’re not tagged! “96% of the people that discuss brands online do not follow those brands’ owned profiles”. (Source: Brandwatch)

 

4. Anticipate customer needs before they reach out to you, or (gasp!) one of your competitors. Set up campaigns that target phrases customers might use when looking for goods or services you can provide. Reach out to them and offer solutions to their needs in a relevant and thoughtful way.

 

The power of social customer care really is 10 fold; how are you going to put it to work for you?!

 

Thanks for reading! For more tips on social customer service and more, connect with us on social on Facebook and Twitter!

 

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