Using social media as a customer service tool is a great way to connect with your customers and gauge how they feel about your products. To get the most from your social media strategy, create a worksheet and follow it. This will help you understand what your audience is looking for and how to answer their questions. This worksheet will also help you kick off a social media support plan. In addition to these two worksheets, there are many other resources available for help desk managers and marketing teams, which you should make use of.
Another option is to create two separate social media profiles for your company. You can separate customer support issues from those relating to your marketing efforts. But customers will still try to contact you through your primary profile. Make sure to monitor both accounts and respond to any issues or questions that arise. Effective customer support requires you to be proactive and respond to your customers. If you are not proactive, they might use social media to ask questions, give feedback, or even praise your products.
In addition to building a relationship with your customers, social media allows you to respond to feedback, praise, and complaints about your products. Be sure to respond to all comments, both positive and negative. Social media helps you monitor your reputation more effectively, which is essential to building a loyal customer base. So how do you use social media to help customers? Listed below are some tips to help you get started.
Infographic created by Clover, a retail POS system company