Social media is a one size fits all marketing tool that is essential for every online retail business. Modern shoppers turn to social media as a primary vehicle to connect with their favorite brands. This is why online and offline stores are using social media to improve customer service and satisfaction. Discover how today’s social technology can turn unsatisfied customers into loyal supporters.
1. Bad News Travels Fast
Now-a-days it’s easy for negative criticism to go viral with the plethora of social platforms consumers can use to release discontent. However, social media is a double edged sword and although it allows bad news to travel rapidly, it also gives e-commerce businesses the opportunity to respond quickly. Consumers have evolved with technology just as much as retail businesses, where everything online happens faster. This is why customers expect speedy reactions to their complaints and appreciate quick solutions.
[Example of a quick fix and satisfied customer]
2. Listen and Learn
I hear it every day, e-businesses protesting against using social platforms because they don’t want to hear the complaining. The truth is there is a lot of value in the complaints and it’s a perfect opportunity to prove your stellar customer service competence and learn from what customers are saying.
Proving to customers that you are interested in what they have to say is essential to use social customer service successfully. Let them know you’re on it and that something is being done to ensure they don’t go through the same experience again. Over time your Facebook and Twitter will become an approachable environment for customers to turn to and as a result, will bring in new customers with a stronger sense of trust that they will be taken care of.
Also, don’t forget the #1 rule of social customer service – never delete or ignore a customer’s complaint. You can be sure that in doing so you’re customers will become even angrier then search for other platforms to voice their displeasure and it will be increasingly difficult to tame.
[Dissatisfied customers can be turned into valuable supporters when treated well and provided assistance]
3. Quick, Easy and Cheap
If you still aren’t convinced that social media will benefit your e-commerce customer service efforts, think about the monetary benefits and minimal effort it requires.
Instead of time consuming calls and expensive phone bills, social media is free and fast. Customers are unhappy for less time and you can resolve more issues at once, not to mention via the internet you have more time to devise an awesome response to a complaint. It certainly beats speaking to an automated machine and waiting on hold for too long.
[Quick responses are good way to show concern]
4. Increase Customer Satisfaction
Increasing customer satisfaction is dependent on your ability to meet expectations. This is why e-businesses should have standards that are always met, such as ensuring customers you will respond within 24 hours. Additionally, if customers are a fan on Facebook, they expect your page to be a primary source for breaking news. For example, if you know there is an issue with check outs, announcing it on social media is a great way to minimize the complaints and make customers feel like they are in the loop.
By listening and responding to customers quickly and being proactive via social customer service, your e-commerce business can count on a bright future with satisfied customersand strong social supporters.
[Social supporters will show their appreciation!]