Customer Service on Social Media: Are You Doing it Right?

If there’s one major area of any Social Media Strategy that we would have to choose to be the #1 to focus on, it would be building relationships. Whether you’re sending messages to them, or receiving their message, you’re creating a community. Is this community a positive place? Are you responding to ALL inquiries, comments, or questions? If the answer to any of these questions is no, it’s time to take a look at your brand is extending the Customer Service arm online.

Here are some fast facts:

If that doesn’t change your mind about the importance of Customer Service, we aren’t doing our job.

Follow these 5 tips from the Imagineers to get back on track; we know you can do it!

  1. Social Media never sleeps, and your Customer Service shouldn’t either! Check incoming messages first thing in the morning and last thing at night to ensure that all inquiries are being answered within 10-12 hours.

  2. If there is a negative comment from a customer, respond, apologize, and take the conversation offline. The best place to do take this would be private messages within the platform.

  3. Thank everyone who interacts with your brand!

  4. Check hashtags. Did you know that several companies aren’t aware that they are being posted about and don’t know it? Like, comment, and show your appreciation for these brand enthusiasts.

  5. Build your network. Follow and react with happy customers at point of positive review. They’ll appreciate it and continue to stay loyal to your brand.

Best of luck and don’t forget to stay social and continue to build those relationships online!

Post by Margot Dukes