Is Social Media Good or Bad for Customer Service?
It’s common for small businesses to be legendary for their customer service. There’s just no substitute for a friendly smile or an experienced business owner walking you through the pros and cons of different products. As online sales become more important and common, you probably have questions about providing the best service. Is social media a good avenue to use, or does it hurt your company’s reputation?
The Power of Social Media
The answer to this question is usually different for every business, but by and large, the advantages of social media outweigh the risks. These days, it’s not just teens who are spending time with friends on platforms such as YouTube, Instagram, Facebook, or Twitter. Many adults spend hours every day online, which means that social media is an intelligent way for people to get in touch with your business.
Of course, you can only have these interactions if you have an account on the specific platform. Deciding where to prioritize your efforts is important. If your customers are mainly business owners, you should create an account on LinkedIn. For reaching out to everyday customers, a profile on Facebook or Instagram can work well.
Social Media Essentials
Opening a new social media account for your business is the easy part. You just have to fill in basic details and build a profile that speaks well of your business. It’s more important to learn how to respond to customers on social media. This is the area that has the largest impact on how your customer service is perceived online. Done right, you can make an excellent impression (most of the time). If done wrong, you can drive away potential customers.
Good Customer Service Interactions Online
The key to great service with social media is staying positive no matter what. Some people may criticize your products or service, but getting angry doesn’t fix anything. This is true of in-person or email complaints as well.
Instead, you can reply on social media with an honest, sincere apology and an offer to follow up privately. For example, you may say something like: “We’re sorry to hear you had a negative experience. We always want our customers to feel happy with their purchases. If you can provide your email address, we can reach out to resolve the situation.”
This type of response can have a great impression on everyone watching. In other words, excellent customer service online isn’t about not making mistakes. It’s more about responding the right way afterward.
