How can I optimise my customer service experience using social media? This is a question of concern to every true business owner in this century. And, here is why:
Before now, social media was just about connecting with friends and catching fun while at it. Overtime, people discovered that social media is a powerful tool that can drive business growth.
Social media has become a powerful tool that you can harness and create wealth. People who understand this fact, are smiling to the bank on a daily basis. Today, there are successful businesses built from ground up using social media. The interesting part is, some of these businesses do not have physical locations. Some of them use virtual office addresses.
So, how do you ensure that your customers get the best experience even without seeing you physically? This article will teach you how to optimise your customer service experience using social media.
How To Improve Your Customer Experience Using Social Media
1. Be Social
As the name implies, it’s a social media. Most people relax with social media, so they expect to have fun when they visit social media platforms. A lot of people have problems and use social media to ease their stress.
Of course, you are on the platforms to make money and build your business. However, you can find a way to present your business as a fun brand.
Always keep in mind that you have to be sociable in order to give good customer experience via social media.
2. Give Your Customers That Extra Delight
There are several ways you can add value to your customers.
Firstly, consider adding a little extra to your product or service. As a business, you have competitors selling the same product or offering the same service as you. Therefore, you must find a way to differentiate yourself from the crowd.
For instance, you can simplify and educate your customers on how to use your product. Also, you can make your ordering process simpler and your delivery faster. That way, you will be giving them the extra delight that they will appreciate.
Secondly, we have a need to learn something new everyday. So, you can incorporate educational and motivational posts to your social media content. The whole idea is to create tangible and intangible value that will keep customers glued to your social media page.
3. Understand Your Audience
One major step a business owner must take is to research his target audience. You can do this by taking note of the type post content your audience engage with more. Watch your page insights carefully and you can have an understanding of the type of post they engage with.
When a post appeals to your customer, they will engage with it. The same goes for a product and service you are offering. If it is actually a product or service that appeal to their need, they will also engage and subsequently buy.
Understanding your audience will help save you the cost of pushing and wasting resources selling the wrong product or offering the wrong service. The right product or service is the product or service for which customers are willing to pay for.
4. Develop A Fast Response Culture
Practically, customers are happy when they send you a direct message and you respond in time. This make them feel that you are ready to do business. When a customer calls you, it’s an opportunity to display your customer service skill. Be prompt, timely, warm and professional in your conversation.
Great customer service is a major requirement for optimising customer experience on social media. In fact, it promotes your brand faster than targeted ad and, it brings repeat customers. When you give a good customer experience, your customers will tell their friends. Remember, word of mouth is still the most trusted form of advertising.
5. Make Your Post And Marketing Personal
I read somewhere that, it takes seconds to connect with someone. Usually, people are drawn to posts that addresses their pain points. If you do a good job studying your target audience, you can use stories that relates to them in your posts.
Moreover, Harvard Business School (HBR) reported that personalisation can deliver five to eight times the return on investment for marketing spend.
Actually, customers expects brands to post contents that they can relate to. So, try as much as possible to make your posts personal. Customers are breathing humans. Keep that in mind.
6. Avoid Bombarding Them With Marketing Ads
You cannot be posting only marketing and sales advert all the time and expert people not to bounce from your platform. Sometimes, you can post engaging contents and share inspiring contents from other site to enrich your customers.
In addition, you can ask interesting questions that will elicit engaging conversations or come up with giveaways as a way of appreciating your customers.
7. Show Them The Human Side Of Your Business
Social media gives you the opportunity to show the human side of your business. Usually, people trust your business more when they see the face behind the brand.
Remember that it is the online space and some people may have had an unpleasant experience from online scammers. To create trust in the mind of your customers, you will need to show your face sometimes.
You cannot just continue to feed them with information and expect them to trust you if they cannot relate to you. The new way of selling is by building relationships and connection. Building relationships with your customers is how to optimise your customer experience on social media.
8. Have A Good Customer Experience Culture
Develop a business structure that encourages good customer experience. And, ensure the culture is passed on to everyone that works with your company. Every member of your team should be taught how to communicate and relate with customers.
To a large extent, this will set you apart from your competitors. You may want to do a quick review of your current business culture. If you find any barrier to good customer service, review it and keep improving on the experience you give your customers.
In conclusion, you need to bear in mind that your customers deals with other brands as well. Therefore, every effort you put into optimising your customer service experience should be measured. It should be worth it.
As an entrepreneur, how do you optimise your customer service experience using social media? Let us know in the comment section.