FOR SOCIAL MEDIA CUSTOMER SERVICE
sales; ultimately, this also lowers your Cost Per Action (CPA).
#8 Customer Service 3.0
The team who manages your business’s social media presences is your first line of customer service and the ambassadors of your company’s brand. Representatives should respond to a customer’s question on social media within an hour and the conversation should be a genuine interaction rather than a transaction. Don’t be afraid to give out your first name just as a traditional customer service rep would. Depending on the type of business, integrating your social media and customer service teams into a cohesive department could improve both the speed and quality of responses.
# 9 Use Social Incentives to Foster Brand Loyalty
The most loyal, vocal, and active of your company’s social media followers are assets. Building a relationship with these loyal customers and those with the widest social influence can help turn your online presences into communities. Run a hashtag-driven event on Twitter around a particular promotion. Give a @shoutout to the customer who’s been most active in your community this week. Send out discount offers or promotional codes to reward engaged customers. Social media gives businesses more immediate access to a wider array of customers than ever before, and Social CRM is how your business can tap into and make the most out of those connections.
Looking ahead, there is a strong belief that Social CRM will no longer be separate from traditional or operational CRM, and that the two will eventually morph back into what we’ve always referred to as CRM. What we know for sure is this: the strategies and tools associated with Social CRM will, without a doubt, help transform businesses into social businesses.
Whatever happens, social media will continue to reshape the customer experience and force companies to adopt the social media etiquette or standards of engagement.