Engaging effectively with customers is very important for the success of any business. Social media networks such as Twitter, Facebook, Google+ and LinkedIn have made it very easy for companies to interact with their customers. Instead of making phone calls or sending emails, customers can raise their questions or complaints by simply posting a tweet or status update on these social networks. This makes it easy for companies to keep track of conversations about their brand or business.
Here are some tips which can enhance interaction with customers via social media.
1. Stay updated
Social media is a very dynamic and constantly evolving field. Find out which apps or platforms can make your customer interaction the most effective and where the majority of your customer base can be found and stay updated on those sites with your accounts.
2. Hire the right staff
Running several social media accounts can be a very daunting task to do alone. Look into hiring a social media professional who can manage your accounts and use the appropriate tools to help make customer relations easier. Alternatively, if you don’t have the budget for a social media manager, you could look into getting some of your staff trained on how to use social media for customer service.
3. Be active
Having a Twitter, Google+ or Facebook account is not enough; you need to engage your customers actively. You can do this by creating a search alert for conversations about your industry, business or brand. If you find someone complaining about your product, service or business, be sure to respond swiftly. On the other hand, any compliments should be shared or retweeted.
4. Demonstrate product benefits
Social media can be a great channel for demonstrating the benefits of your product. For instance, if you are selling a detachable recliner, show your customers how it is assembled, where it can be used and how to maintain it. This can be done using video or images. Videos can be uploaded on video sharing sites such as YouTube, Vimeo, Vevo, Flickr, Dailymotion, Veoh, Metacafé, and Break, and then shared on your social media profiles.
5. Don’t just talk about your company or products
If you are always promoting your products or company, your followers and fans will eventually get bored and find somewhere else to go. What people want is helpful and inspirational information. Be sure you provide this information, with occasional references back to your brand.
6. Address complaints and questions promptly
Whenever customers share their complaints and questions through social media, make sure you respond as fast as possible. This will show customers that you are listening to their problems and want to help out, thus enhancing their trust.
7. Don’t edit or delete negative comments
Negative comments can help you identify flaws in your products or services, thus enabling you to make necessary improvements. When responding to such comments, be as gracious and objective as possible. Offer an apology where your business or company made a mistake, and gently correct any of the customer’s misinterpretations. How you handle a negative comment could make all the difference between winning and losing a customer.
8. Be proactive
When your company or business faces major issues such as product recalls or a crashing website, you need to be proactive. Let your followers and fans know what is going on before they get a chance to complain. Assure them that you have already identified the problem and are working on solving it.
Charles Mburugu is a professional blogger who likes sharing tips about internet marketing and ecommerce. Currently, he is writing for Platinum Freight.