Social Media Customer Service

Social Media Customer Service

According to a recent infographic by CallCenterhosting.com here are their 8 Tips for Social Media Customer Service.

According to the data included in this new listing from CallCenter Hosting, 80% of consumers now use social platforms to engage with brands. Social media is faster than traditional telephone outreach, can be more responsive, and is available on the platforms where people are increasingly spending their time. In combination, the data shows that customers want your business to be providing some level of support via these networks.
It’s time to meet them where they’re at.

 

Customers Love Going Social

90% of consumers use social media to communicate with brands
63%  of consumers are satisfied with the response time in social media
59% of people with social media accounts believe that social media has made customer service more accessible
54% of Social Browsers use social media to research products
According to Forrester Research 80% of consumers use social media to engage with brands.

 

What is Social media customer service?

Social media customer services the practice of providing good quality customer support through various social media channels such as FacebookTwitter and Instagram.
The benefits of investing in Social Care for Customer Service are-
SALES: Companies developing social care capabilities grew revenue per contact by 6.7% versus a 12.1% decline for those without that capability.
SAVINGS: It costs as little as $1 to solve a customer issue on social media, which is nearly one-sixth that of many call centre interactions.
SATISFACTION: Top notch social care companies improved customer satisfaction by 19 percent, versus 5 percent for all other factors.

 

8 Tips for Social Media Customer Service

  1. Respond Faster – Integrate customer service platforms to turn social media posts, messages, and tweets into tickets. Give highest priority to technical problems, complaints and product issues for quick resolutions.
  2. Be Proactive – Once mutually connected with customers, send them regular updates such as new offers, discounts, about services and more, changes in pricing plan, and other helpful information.
  3. Personalised Services – No one wants to hear a generic response. #SocialisHuman . Make customer service interactions human and personable, not robotic and automated.
  4. Empathise with Customers – Firstly, understand the customer’s purpose, detect their tone of voice, and then use collated information to reply with empathy.
  5. Don’t always Auto-Respond – Auto-responses destroy the purpose of personalisation. Instead, create different templates for common inquiries.
  6. Stick to the Right Channel – Be available to your customers on the right social media channel and address their needs accordingly. For example, on LinkedIn, you need more professional approaching comparison to other channels like Facebook and Instagram.
  7. Take Things Online – Sometimes, agents need sensitive customer information or are not allowed to write long reply. In those cases, transfer the conversation to other channels like, phone or email with a friendly and helpful tone.
  8. Maintain Consistency – Provide customers the same level of quality, accuracy, and professionalism on social media as on phone and email.

Getting started with social media

If you aren’t already familiar with social media, the terminology and the range of different services can seem daunting at first.
But it’s worth learning more. Most social media services are affordable and easy to use, and they can put your business in touch with customers like never before.

If you want to Grow your business or need help with digital and social media marketing, we’d be more than happy to work with you.

You can contact us here

View our full range of marketing services that are tailored specifically for your business.

Website Design

Search Engine Optimisation

Social Media Marketing 

To see samples of our work visit our Projects page here.

2 Sons Marketing

Phone: +61 2 9822 9554

Email: info@2sonsmarketing.com

Sydney, NSW, Australia

 

Website Design and Social Media Marketing Bossley Park, Wetherill Park, Liverpool, Parramatta, Western Sydney, Mascot, NSW

How to get online reviews for your business.

How to get online reviews for your business.

Google, Facebook, or your own website, positive customer reviews can really help your business.

Instead of waiting for your customers to leave a great five stars review, there are a few ways you can proactively reach out and increase your review numbers. We share our very own strategy for requesting feedback from our customers, as well as our tips for, how to respond to the reviews you already have.

The importance of customer reviews.

Reviews are an important part of promoting your business online. Insights from the ACCC found that almost three-quarters of all Australians read online reviews before making a purchase. When these reviews are positive, they can go a long way to convincing a customer to shop with you. However, data from BrightLocal reveals that one negative review can drive away 40% of total customers.

As well as convincing customers to shop with your business, reviews help you rank well on Google’s search engine results pages (SERPS).

Companies with more reviews increase their likelihood of showing up in the top three positions on Google Search, while those without any reviews will appear lower in search results. With the numbers showing that over 25% of people click the first search result, ranking high can have a huge impact on both the online and foot traffic you get for your business.

How to ask customers to leave online reviews.

Create a short URL for customers to write reviews on your website or online business listing.

This makes it easier for customers to find you on the platform. With a Google My Business listing, simply sign in to Google My Business, click ‘Home’, then select the ‘Get more reviews’ card. You’ll receive a short shareable URL that you can then send directly to customers, which makes it easier for them to leave a review.

Ask your existing customers to leave a review.

Your existing customer base is your biggest asset when it comes to getting more positive reviews on online platforms. Share a post via your social media channels asking them to leave a review, along with the link to your listing.

If you’re not sure what to say, this template is a good starting point:

Thank you for being a loyal customer of [company name]. If you have a moment, please consider leaving us a review on [Google/Facebook/TripAdvisor]. It will only take a second, and your feedback helps us improve our [products/services] in the future.

Another way to do this is via email marketing. Send an email to your existing customers asking them to leave a review, along with a link to your different listings across Facebook, Google, and more.

Add reviews into your customer journey.

#GiveGiveGiveThenAsk – if you have delivered a great service or product, you have the right to ask for a review.

The best time to ask for a review is right after your customers have shopped with you or used your service. At this point in time their experience is fresh and they’re more likely to share their feedback online, as opposed to a few weeks or months after the fact.

There are a number of ways you can ask for a review after your customers have shopped with you, including:

  • Adding a sign at your checkout register. Print out a plaque or simply put up a sign that says ‘Leave us a review’ with the logos of the platforms you’re on. If you’re an eCommerce business, pop a thank-you card inside the package with a link to review your products or services online.
  • Include a call-to-action to leave a review at the bottom of your receipts. This could be at the bottom of an email receipt or at the bottom of a physical receipt that you print out for customers in-store.
  • Train your staff. If your staff are interacting with customers on a regular basis, it could be as simple as training them to ask at the point of sale. A simple sentence like “If you have a moment, we’d really appreciate it if you could leave us a review on [platform name]” can work wonders.

Replying to existing customer reviews.

If you receive a positive review, the process is fairly straightforward. Simply thank the customer for their feedback and express how much you look forward to welcoming them back in the future.

For negative reviews, the key is to acknowledge the customer’s feedback, express your regrets about the situation, and share how you have addressed the issue/s (if applicable). Try to take the conversation offline as soon as possible —  ask the reviewer to send you a private message or get in touch via email, so the matter doesn’t drag on in a public forum. Last but not least, try to fight the urge to get defensive. Keep in mind that your responses are there for everyone to see, and are a reflection of your business.

Increase your online visibility, reach and engagement with2 Sons Marketing.
Want to get more reviews for your business online, while also getting found by more customers? It’s time speak with about your website, search engine optimisation or social media marketing. You can contact us here

View our full range or services that are atilored specifically for your business.

Website Design

Search Engine Optimisation

Social Media Marketing 

To see samples of our work visit our Projects page here.