Social media is a great way to boost your customer service. There’s a good chance that most of your customers are already using it in one way or another. So joining in the conversation will improve the relationship between customers and your business.
Here are 3 ways to use social media to boost your customer service:
Customer Service Portal
Use social media platforms as a first point of call for people who have questions as well as those who have problems. You’ll probably find a lot of customers already use social media to ask the questions and make complaints. So having someone from your business answering them can be a huge benefit.
Teach your users something
You can take advantage of the visual nature of social media to post how-to videos, step-by-step instructions and infographics that will show your users:
- how to do something you do
- how to figure out if something is a problem they can fix or if they need to call in a professional
- explain some terminology from your industry
- let people know what to look for when they’re sourcing someone from your industry
Put a personal spin on your business
Use social media platforms to let your customers get a glimpse of the team behind the business. You don’t have to share anything too personal. And it certainly doesn’t mean you should pepper your social media accounts with selfies and the like. But by all means share the occasional picture of your team, a short biography of team members, a picture of a birthday cake or flowers from a celebration, a video tour of your office or a picture or meme that you find funny. Anything that shows off a bit of your businesses personality.
It’s also important to pick the right platform for the right use
Longer articles should be posted on your blog and then a short blurb and image should be posted on social media accounts such as Facebook, Twitter, LinkedIn and any other networks that allow you to link back to the blog post.
Videos can be posted on Facebook, YouTube and/or Vimeo and linked to from Twitter, LinkedIn (if appropriate) and your website. Slideshows are similar and can be hosted on SlideShare.
Images can be posted on Facebook, Twitter, LinkedIn, Instagram, Pinterest
One thing that I can’t stress enough – any significant content that you create should be hosted on your website or blog. Any social media account you hold is still controlled by the social media platform. Your account could be shut down, the platform could cease to exist, or you could be blocked from the account or platform in some other way – and you will lose access to your content. And while that’s more of a marketing consideration, it’s still very important for your business. So keep that in mind when you’re creating social media content to boost your customer service.
If you’d like some more ideas, check out my previous Customer Service posts
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