How to Push Customer Service Efforts on Social Media
Every successful business has one thing in common: They have happy customers. When your client is happy with the product you provide, then they will likely recommend you to others as well as come to you for future business. While it is impossible to make everybody happy all the time, it is still possible to show that you care for your customers by providing quality customer service. One such was is by making a solid push to provide this service to your customers through social media.
Responding to Public Reviews
It can be challenging to see negative reviews come in from your customers, but you should avoid showing any negativity nor hostility towards them when they do. A great way to show that you care is by responding with concern and helpfulness to their negative review, even when you think they are wrong. It is important to protect your reputation, however, so in cases where you believe it is warranted to defend your business, be sure to do it delicately and perhaps consider reaching out to the client over the phone to find a way to diffuse the situation. You should always avoid arguing with a customer in public, like on a review.
Additionally, if your customer left you a great review, it is always helpful to respond back with a ‘thank you’ and show how much you appreciate their review. This will not only show to future clients that you are an honest and respectful company, but it will also show the customer that you took the time to read their review and respond to it, which may draw them back to give you continued business.
See What People Are Saying
A great way to push customer service through social media is by paying attention to what people say about you on their social media. Keep in mind that a lot of people like to post their opinions about things without making it seem like a review, so if you see them mention your company and it is not in the form of a review, be sure to either respond appropriately or not respond at all. However, keep in check what people say and try and improve on what you could do better as well as continue to do what people believe you are already doing well.
Listening to your clients is perhaps one of the best ways to improve your business and improve your customer service. Remember, without customers, you would not be in business! Be sure to continue outreach to your customers over social media. If they have concerns, respond appropriately. When they are happy, be sure to thank them and offer continued support.