Customer Service Via Social Media
By now you understand the lead generation power and capability of social media, email marketing, blogging, etc. You already know that Facebook, Twitter, and other social media platforms are great for getting new business.
But I want to make sure that business owners understand the customer service power that you have at your fingertips with your smartphone, computer, iPad, etc., via your social media channels! I’ve said it before and I’ll keep saying it until something changes: We as consumers want to do everything with our phones—except make a phone call!
So I want to give you three ways that you can utilize online tools and resources to give your customers a better experience with your customer service, which will, in turn, lead to repeat business and more referrals.
1. Facebook Messenger:
This is a great tool to use, but first, you’ll want to make sure that you’re educating your current customers to know that if they have a question or a concern, or to place an order, you are available through Facebook Messenger. You want to remember to cater to how people prefer to communicate, and lately, people want to communicate through their smartphones, through Facebook.
Now here’s the catch: You need to make sure that you have a company like ours or someone on your staff, or you yourself to monitor these messages. People expect a very quick response to a Facebook message! And in fact, if you are very quick at responding to these messages Facebook gives you a little badge on your Facebook page that says how quickly your company typically responds. You can turn this on in the settings, and you can also get it turned on by replying to people quickly. This lets future customers know that you’re really on the ball, you’re accessible, you’re responsive. So utilize that Facebook Messenger tool!
This is twofold. The first part is educating your current customers to know that if they need anything they can direct message your Twitter account, or they can Tweet directly to your Twitter handle. And again, you do not offer this service unless you are able to back it up! There is nothing worse than a message just sitting in an inbox! That’s the equivalent of someone being on hold for ages. No one wants to take that kind of time. They’re expecting an almost immediate response, so make sure someone’s monitoring those accounts.
You can also search Twitter for people having problems in your area that you can solve. You can find these people and swoop in to offer your services as a solution to their problem. An example of this would be if you come across someone in your area who tweets: “Oh no, my air conditioner is out!” Or, “My heater is out!” If you’re a heating/AC company searching Twitter for “air conditioner” or “heater” in your service area, you’ll find these tweets. You can immediately tweet them back offering your assistance!
Same with “Oh no, I have a flat tire!” If you’re an auto repair shop and you’re searching for “flat tire” in the surrounding area, you can tweet back: “Sorry to hear that! If you need help, let us know! We can come change it” or whatever service you offer.
This is a really cool way that you can offer services even though people didn’t ask you directly. They’re just venting about their problem, and you come in with a solution. People really appreciate this!
I’m not talking here about “Email us if you have questions.” Obviously, you can do that. But you can also be proactive in your email. Use your email to let people know about special events that are coming up, or if you’re going to be open or closed. For instance, the holidays are coming up. You can use your email to get ahead of the game by letting people know what days you’ll be closed for the holidays. That way people don’t waste their time showing up to your business expecting you to be open when you’re not.
Using your social media like this is another layer that’s going to separate your business from all the other hundreds of different businesses out there. We have so many choices as consumers! But if you do these small things well, over time you will stand out and profit.
I hope this helps! And remember, if this post could help a local business owner who you know, please share it with them. Thanks!