Using Social Media to Bring Your Customer Service and Marketing Teams Together

Using Social Media to Bring Your Customer Service and Marketing Teams Together. Want to set up your customer service plan on social media? A study conducted by Brand Watch shows that most retail brands don’t listen to what their customers are saying on social media. Whereas when it comes to social media marketing the KPI’s focus on how your brands are responding to the content around the web. The brands responses are the most important when it comes to social media customer services. For example if a customer needs help on twitter, then they expect an answer in a form of a tweet and not an email. This in turn helps us to know and understand where the customers are looking out for help. Setting Up Alerts, Listening and Speaking Their Language The importance of monitoring social media channels for comments is something that cannot be overstated. Making Helpful Suggestions and Pointing Back to your Brand If you are unable to provide your customers with a 24 hours customer service, then do make sure your that your social media profiles states your operating hours clearly. For personable, responsive, and an effective customer service, you don’t always have to receive the phone, unless and until it is the brands account on social media.

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Does your business have any customer social service plan? Want to set up your customer service plan on social media? Unfortunately no matter how hard you give it a try, you can no longer run away from a bad customer service done on social media.

Studies have shown that 42% of the consumer’s social media to express their issues expecting a resolution within 60 minutes maximum, followed by 32% not waiting longer than 30 minutes for an immediate response. We do know that criticisms are hard enough to take but we also learn that it makes the business stronger and much better.

A study conducted by Brand Watch shows that most retail brands don’t listen to what their customers are saying on social media. The study further discovered that 46.6% of the brands that are engaged with any tagged mentions were categorized as neutral, questions or complaints. While every organization have their own ways of dealing with customer service on social media, it will never take away anything if we gain insights from 10 business organizations with proven successful social media customer service strategies.

Separating Profile for a Better Customer Service

When the brands separate their customer service account from main profile, it is then keeping the support inquiries separate from the entire marketing efforts of your organization. It here then allows for a trained customer service representatives, who can handle the requests of the clients and allows the marketers to focus on building the brands in other ways.

Apart from saving the time and money the segmentation continues to make the brands more successful and meaningful. Standard KPI generally are do know if the focus of a specific organization is on marketing or on the services. Whereas when it comes to social media marketing the KPI’s focus on how your brands are responding to the content around the web. The brands responses are the most important when it comes to social media customer services.

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Humanize Your Brand

People generally tend to favor dealings with other people rather than the companies, so that the key to deliver greater customer on social media turns out to be speedy, personal and empathetic to your responses. Social media gives you the ability to think carefully about your reply speaking in a casual and controversial voice. You can here also use signatures for different representatives in order to sign their tweets and showing them the human side, say for instance virgin mobile account.

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Responding Quickly and Easily

According to a study conducted by NM Incite Survey of the social media users, 33% of the respondents will recommend that the brand offers them with a quick and an ineffective response, nearly doubling the number with say…

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