5 Ways to Enhance Customer Service via Social Media

One of social media’s strengths is that it allows brands to connect with consumers instantaneously and on an individual level.

Amp up your customer service by leveraging these elements - here’s how!

Share Real-Time Updates

Consumers today expect swift and timely communication from the brands they love and trust.

Undergoing a recall or new product/service launch? Don’t underestimate the ability of social media to be a real-time communication channel.

And make sure to give swift and thorough replies to customer questions.

Gather Social Proof 

In today’s cynical world, the most effective types of marketing are social proof and word-of-mouth.

This means that potential consumers are much more likely to purchase your products or services if they hear about them from their friends and acquaintances or can see that your customers have had positive experiences with your brand. 

Capture social proof by:

  • Requesting testimonials or product reviews from highly engaged followers
  • Repurposing Facebook reviews and glowing social media comments/mentions for your website and email marketing
  • Asking questions to discover what customers most appreciate about your products and brand
  • Soliciting third party reviews of your products

Turnaround Negative Customer Experiences 

Social media provides the opportunity to turn even angry customers into passionate brand advocates through timely and helpful responses to complaints.

Translate the same strategies you use in your customer service department to an online medium. Equip your social media team to handle dissatisfaction as quickly as possible to turn a negative consumer experience into a positive one.

Social media’s transparency means that others are watching – so it’s vital to have a system in place to ensure grievances are resolved as quickly and seamlessly as possible.

Empower Your Audience

Your social media following can act as an informal focus group. Gather ideas for new products, services or features. 

Launch a contest to name a new product/service or vote on added features (and simultaneously raise awareness as an added bonus).

Distribute Helpful Content

Stand out from the pack and enhance the loyalty of your customers by sharing the answers to frequently asked questions and information on how to use your products/services more effectively.

Useful content will reward your followers and encourage more engagement and purchases.

A version of this post first appeared at OffLeash Communications.