Are you replying to your customers on social media?
Do you personalise your interactions?
Do your customers feel appreciated?
The way you offer customer service on social media can have a major impact on your brand’s reputation. Every like, comment or tweet from your audience is the beginning of a conversation, and how you react is crucial. In this article you’ll learn how to shape-up your engagement to ensure you’re creating a great customer experience that will translate into trust and loyalty for your brand.
1. Provide Solutions
Monitor mentions of your brand on social media to look out for needs to fill and problems to solve. By handling customer issues on the public stage, in real time, you can benefit both the customer and your brand. And your approach will be even more effective if you go above and beyond the generic responses of: ‘please call us so we can help’ or ‘please see our website for the information you require’.
Make the effort to tailor your responses and to offer something satisfying. For example, CitiBike once tweeted a customer a gift card for a new pair of jeans after he tweeted that he had fallen off his bike …