Golden rules for customer service on social media by Catriona Pollard
Social media engagement is vital for businesses. Not only can it provide valuable feedback, it can also build a solid reputation for the business, increase an existing customer’s trust and attract new potential customers through word-of-mouth marketing wr
Engagement is all about sparking conversations and encouraging your customers to interact with your business in order to build a relationship with them.
According to Convince & Convert, research has shown that out of those who attempt to contact a brand, product, or company through social media for customer support, 32 per cent expect a response within 30 minutes. A further 42 per cent expect a response within 60 minutes.
Businesses are now forced to improve their time management and the quality of their content to engage customers and compete with other brands on social media platforms.
Here are six golden rules to help you maximise your engagement and build a lasting reputation on social media. Stick to what you know Make sure the majority of your posts relate to your business and industry. Research conducted by Facebook found that speaking about subjects related to your brand is the best way to generate engagement. When people ‘like’ your page, they are obviously interested in your business and want to receive information on your area of expertise. If you start posting content on other topics, your followers will lose interest and unfollow you. Respond to questions and complaints The best way to maintain engagement with customers is by always responding to comments, questions and complaints on social media. If a customer comments on your profile and you ignore it, they may never comment again, or even unfollow you. Customer service People will be more likely to engage with a business if the business is friendly and responsive on social media. If your business comes across as negative or rude it could turn into a potential crisis and you could lose customers. It is therefore important to maintain great customer service at all times to encourage customers to build a lasting business relationship. Make it easy to share your content One way to measure engagement is by how many times your content has been shared by other users. This means you need to create interesting content that is easy for people to share. For example, pictures are great shareable content because they are easy to consume and are eye catching. Ask questions Questions are a great way to start conversations online and allow many users to express their opinions. Be active on social media You can’t just sit and wait for people to comment on your social media platform if you haven’t bothered to comment on anyone else’s. Get active on social media and interact with other users by commenting on their posts and sharing their content. The more you communicate with others, the more likely they are to communicate with you.
By engaging with your customers on social media, you can create a mutually beneficial relationship with them. Customers will feel valued by your business and you can gain important customer feedback to help you grow the business.