Your Company's Social Media Accounts as Online Customer Service

Harness the full power of social media and turn it into your online business? indispensable customer service tool. Many consumers use social media as means to obtain news and the information that they need. Slowly, the social media accounts of businesses are becoming the voice of customer service as consumers flock, comment, and engage to be heard in various social networking sites.

As a business owner, here are the three effective ways to use your company?s social media accounts as customer service vehicles that reinforce your brand and amass a loyal customer base.

Always respond quickly and politely

If you have social media managers, then make sure that they reply within minutes of a tweet or a Facebook comment coming in.

In addition, make sure that the replies are professional sounding, grammatically correct, firm, and relevant. You want your social media manager to handle customer issues politely and to address them, if possible, with an offer to resolve immediately.

Never post aggressive and dismissive comments or tweets as doing so reflects badly on your company. Imagine the impression that your other customers form in their minds when they see your bad customer service sordidly exposed in a public forum.

Aside from disrespectful replies, other bad social media moves that you may be wary of are deleting your customers? comments and ignoring them.

Include first names

Use the customer?s name all the time. Moreover, make an effort to add a personal touch to your tweet or comment. You can do that by simply adding your staff?s first name.

For instance, someone tweeted a retort about a shipping delay from your company. Have your social media manager tweet back an apology and a resolution then have him add ?Adam C.? (depending on the name of your social media manager, of course) at the end to denote that a real person is tweeting back and is taking care of the problem. Here?s an example: ?I apologize for the inconvenience. Let me check on that right now. ? Adam C.?

From the point of view of a frustrated customer, that is impressive because somebody is making an effort to take charge of his complaint. And that said employee also affixed his name!

Create a separate Twitter account for customer service

Separate your company?s main Twitter account from your customer service. You may want to include the link to your main Twitter account?s bio field and vice versa, so customers will be directed to tweet to your customer service account.

If possible, tweet back immediately with an offer to assist. Then do the rest of the transaction privately by sending a direct message to your costumer.

Make social networking sites work for your online business. Use them to enforce customer loyalty by turning them into great customer service tools.

Source: http://clrvirtualconnection.com/your-companys-social-media-accounts-as-online-customer-service/

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