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CEO and Founder, The Go! Agency

Social Media: The Front Lines Of Customer Communication

Social Media: The Front Lines Of Customer Communication

Customers are the lifeforce of a business. For multiple reasons, a business simply cannot thrive without a substantial customer base. Social media marketing isn’t any different. Without followers, a business is just talking to itself. Our customers are the reason we have the marketing industry in the first place, and we take that concept a step further with social media. Each post written should be catered to a business’ audience and adhere to their wants. However, this new avenue of communication does much more than that. We are able to converse with our audience in new and exciting ways that could benefit any company. Here are the best ways that a customer can receive “above and beyond” customer service.

Since communication is one of the key parts of social media, a business page should perfect their responses and reply time. Like every action a company’s representative takes, activity online needs to be professional, friendly, and proofread. However, you will also want to be quick about it. A fast response, typically less than 24 hours, will be required to keep up a good online rapport. This will also show your company’s reactivity to negative comments or reviews. Keep smiling, stay positive, and do not confront them, even if they are acting hostile.

Are you unsure about how a product is doing? Good news! Your audience is right there, waiting to be asked. Since polls are easy to complete, they are a great way to engage your audience and to receive insightful knowledge. You will be surprised how many followers will participate in a poll that is embedded in a post. You can use this to tweak current services and products or to discover what your customers want next! Wouldn’t it be great if all companies offered this?

Consumers want to buy from a company that keeps giving and social media is the way to do that. We are able to provide customers and followers with new means of communications, but you can also deliver interesting content that may not land you an instant sale, but will attract new eyes to your brand.

How do you use social media for customer service? Share your thoughts with us!

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