5 Strategies For Making The Most Of The Customer Service Aspect Of Social Media

Posted on: 20 September 2016

Whether your company is strictly online, brick-and-mortar, or a modern hybrid of both, you're probably already using some form of social media as an advertising tool -- and that's smart, because statistics show that 71-percent of consumers are likely to make a purchasing decision as the result of a social media referral. While many business owners and managers are fully aware of the importance of social media, many don't quite grasp the different ways that it can be used to improve customer service. Following are five ways that your social media page can enhance customer satisfaction by providing superior service. 

Enable User Comments on Social Media 

Most modern businesses maintain a social media presence, but these pages are often used as little more than online billboards. Many have disabled user commentary in order to keep the pages looking as clean and uncluttered as possible, but that's usually a mistake. Enabling user comments creates conversation and direct interaction, which is a necessary first step in connecting with potential clients and building lasting relationships. As an added benefit, allowing comments on your social media page promotes awareness of your business because it will provide exposure to those on the friends lists of your followers. 

Post Often 

Post fresh content often so that your social media page doesn't languish unread. This will keep your social media page active in your customers' newsfeeds and encourage new conversations. Letting your customers know about new and exciting products and services or new ways to use old ones is an integral part of good customer service no matter what the venue, and an active social media page makes it easier than ever to keep people apprised. Also, a lightly used social media page that doesn't receive regular updates exudes an air of abandonment that may send potential customers the wrong message. They may even wonder if the page is still open if the last post was months ago or longer.

Include a Link to Purchase on Your Social Media Page

An essential element of good customer service is making it as easy as possible for the customer to do business with you -- and with online enterprises, one way to do this is to make sure that customers don't have to search for purchasing information. After all, you wouldn't hide the cash registers in discreet locations in a brick-and-mortar store, so don't hesitate to place a link to purchase on your business's social media page. This is something many entrepreneurs overlook because they assume that interested potential customers will simply move on to the official website of the business if they decide they want to buy, but this isn't always the case. In today's world of almost instant everything, it's best to make buying your product just one click away instead of making customers hunt it down. 

Provide Important Information

Making a list of the questions your customers ask most frequently and answering these questions in social media posts is an excellent way to increase traffic and boost sales, as well as provide a valuable service. For instance, if you own a store that sells culinary items, reflect that on your social media page by posting scrumptious recipes, tips and tricks for using various kitchen gadgets, and features on culinary trends. Making your site a reputable, reliable resource for those seeking information is the ultimate in customer service. 

Consider Hiring a Professional Social Media Manager 

Many business owners and managers leave their social media tasks for the end of the day when they're tired and perhaps not at their best. Hiring a professional social media manager is one of the best ways to improve social media page customer service and to optimize customer satisfaction.  

If you're looking for other ways to improve your customer service, contact a company like InterAction Metrics.