February 4, 2015

Using Social Media to Interact with Your Customers

In today’s business environment, having an active social media presence can be as important as every other part of your sales, marketing, and customer service operations. Social media can be used to resolve customer complaints, advertise your products and services, and to entice customers to pick up the phone and contact your secretary or answering service.

To make your company’s social media presence truly effective, try out these strategies for posting, handling customers, and communicating your brand.

Explain What Makes Your Company Unique

Social media is full of information, much of it white noise that your customer base has already trained itself to ignore. If you’re using your Facebook or Twitter account to post generic messages and updates that could apply to any company with little or no editing, then you likely aren’t making much of an impact on your online viewership. Use social media to create the narrative you want to have around your business, and to communicate to the world what it is that makes your business unique.

Interact with Your Audience

One of the best things about social media is that it allows businesses and their customers to conveniently and quickly communicate with each other. If your company responds to the comments that it gets from its customers, it’s already ahead of the competitors who only use their social media accounts as a digital newsletter and not a way to interact with consumers. But, keep in mind that public interaction with customers can be a double-edged sword. If the responses you give your customers are seen to be rude, dismissive, or inappropriate, it can hurt your company’s image.

Always remember, how you handle your customer service matters. For more information about how you can improve your customer relations, contact us today at 800-606-9898.