7 Social Media Customer Service Tips for 2015


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For online businesses, nothing could be as important as to raise the standard of their online service. Therefore, relying on social media service, they can get connected to local as well as international clients faster than expected time.

There is no denying the fact that social media has transformed the whole world into a global village — time-zone difference and distance are no more considered the barriers in connecting the people with each other. This is the biggest factor for entrepreneurs to choose this media as an online support channel. Although, email and telephone are still being used as a source of connectivity but now most of the customer interaction is being done through online social platform because here a particular potential buyer can be engaged in a one-on-one conversation or can also be invited in a group conversation to give his views.

The ever-increasing popularity of this social platform is also one of the compelling factors for which entrepreneurs have adopted it as a basic customer support channel. Today, everyone has social presence and getting connected to each other through this has become the trend.

Given below are some key tips using which entrepreneurs can make their social customer service stronger than ever.

Reference: A Look at Social Media’s Role in Enhancing Business Value

Check the Outcome of All Your Social Media Practices

What are your key social customer service practices? Are you providing your social link for the international customers to get connected to you? You need to keep an-eye on the channel’s functionality. Moreover, also analyze whether is it becoming easier for you to resolve customers’ complaints through this channel. Are your customer engagement techniques are good enough to attract customers? Thus, an overall monitoring will let you refine your social customer service practices to a greater extent.

Hire an Expert Social Media Team

Your social media customer service team must be aware of the best methods to get connected, interact and assist customers through this platform. Your team of CSRs must have a proper grasp over the usage of social media so that they can use it in the best way to provide online support to your clients. Before hiring a team member make sure, he/she has the relevant experience and knowledge.

Use a Proactive Approach

Yes, your social media presence is enough to attract customers but still you need to use a proactive approach while connecting to customers. On your ecommerce website, don’t forget to place your social media link. Moreover, if you have live chat support on your website, use it to invite customers to your business social media page, as for some it might be a great charm to explore you further.

Keep an Eye on Trends

Trends keep on changing with the latest inventions and innovations; therefore, going with the changes is necessary to fight the steep market competition. For this, you need to keep-an-eye on the international trends and also keep a track of your competitors.

Post what is Most Interesting for Your Customers

Is this blog, video or any other thing that attracts your customers’ attention the most? Whatever you post it must be relevant, authentic, unique and interesting for your potential buyers. Most of the time businesses post blogs, which become a source of making your fan following because the regular readers get enthusiastic to read out your new posts form which they can gather relevant information.

Listen to your Customers

Don’t leave customers unattended or unheard as it may make them disappointed, leaving an impression of poor social customer service. Whether it is a comment, review or a complaint, you need to acknowledge and respond to it, as it shows your concern for your clients.

Resolve Customer Complaints

Develop proper system for resolving customers’ complaints on social media page because if not resolved for a longer time period, these may turn out to be negative remarks or reviews, which can ultimately cause serious damages to your business reputation.

Using the above mentioned tips you can elevate the standard of your social media customer service, which will not only provide you a competitive advantage but will also build a positive repute in the market.

Adam Methew
Professional in Corporate Communication and Digital Marketing, Adam Methew's area of expertise include Customer Service, Digital Marketing & Branding, Entrepreneurship, Growth Management, Ownership Strategy, and Growth Strategies. Adam has offered his contributions as a "Valuable Contributor" for www.LiveAdmins.com and other valuable blogs.


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