Why social media is the best customer service tool at your disposal.

14 replies
Social media is traditionally somewhere that you can make sales but it's also used as a relationship building tool too. You can get your personality out there to a wide audience of existing and potential consumers, have a bit of fun with it but give out consistent messages all the time. Traditionally, social media pages such as Facebook have always referred people to a customer service centre, either phone number or email, to deal with customer service queries but there are a few reasons that using your Facebook page and social media outlets as a customer service tool is one of the best things you can do for your business.

Action is immediate.
People are really, REALLY vocal about any gripes that they have with your service and a Facebook page gives an angry customer the perfecta audience to voice their opinions to. Using social media means that you can follow up with any issues immediately before too much damage is done. It also shows your other followers quite publicly that you'll take any action you need to in order to solve customer service issues in a timely manner.
Because action is immediate, this works both ways. Once you've resolved the problem, while your customer is still satisfied with your immediate resolution, you can ask them to leave a review or share your page with their followers. Getting someone to write a review before they've had chance for their mood to change is extremely effective and is guaranteed to get you five out of five stars.

It's cheap.
Without having to put in extra phonelines or complex customer service systems, you have everything you need on the end of a webpage. It's advisable to put your own measuring and response tools in place for staff performance but Facebook customer service is one of the cheapest ways you can keep your customers happy.

Shows your personality.
Social media is a bit less formal than other methods of communication so you can get the personality of your brand out there a bit more through Facebook and Instagram. Being helpful and resolving issues publicly means you can put kisses on your messages (where appropriate), use humour to create engagement and build up more of a relationship with your customer.

Customer expectation.
Basically customers expect it now. When people have a problem the frst place they go to is your Facebook page because they know that someone is getting notifications on their phone 24-7. People don't want to sit in a call centre queue waiting for someone to pick up the phone, they want answers there and then and they know that a couple of stern words on a public Facebook timeline will get them a resolution quick smart.

Do you use Facebook for customer service, and if so, what haveyour results told you?
#customer #disposal #media #service #social #tool
  • Profile picture of the author adamcurran
    There's no way around it for me.
    My customer's use it and I've had no choice but to follow suit. I've set a permission so that I have to approve any posts before they're shown on the page but that makes no difference. If customer's private message you they can see when you've read it and you're quite right - they know that someone is manning the page and they're pretty relentless until they get what they want!!
    Because it's so public, it's best to get something in place if you don't already have it, otherwise you'll find yourself replying to comments and it will take over your life! It's not just the person who wrote the comment that you have to impress, it's every other set of eyes that are on your page too!

    It's official for me - Facebook IS customer service, and I'm not sure I had a choice in that!
    Cheers Ads
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  • Profile picture of the author Funtobesocial
    Nice article! It is a great way to show others that even when a customer is mad that you will respond and make it right. Others will see this and it will help build trust. Mad customers are a perfect way to show your customers that you won't ignore them. Unfortunately a lot of small business need to learn this part yet.
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  • I love using social media for customer service because the connection is direct. And yes, it gives you room to be creative and show your personality. And you get to reach more people too because people are more like to check their facebook than their email.
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  • Profile picture of the author mattsuth
    Great points there.
    I think having a direct connection with your customer is really important but obviously you have to set boundaries so you're not responding at all hours! As a customer myself, I like knowing that someone is always on the other end of the line and it gives me confidence in the product that I'm using.
    As a business owner, problems are resolved quickly and effectively which is another plus from the other side.
    We're pretty fortunate to live in an age where social media solves so many problems.
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  • Profile picture of the author TomAndrews
    Good points, Matt.

    I don't like social media from a personal standpoint. In fact, I think people would generally be much happier without it.

    But, as a business owner, it's literally a necessity.

    Although I still think having an email list as well as a social media following is vital!


    Let's connect on Facebook because it's always good to meet fellow marketers. Send me a friend request: https://www.facebook.com/tom.andrews.7927

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  • Profile picture of the author marketingmasala
    I think one reason why businesses focus on providing the best customer experience on social media is that the customer reach increases. This has a pro as well as a con.
    The pro is that your services are able to reach a wider audience and hence more engagement with your site which leads to more sales.
    The con is that if a customer or a group of customers have complaint, these complaints are seen by all the other customers and hence bad word of mouth for your business takes place. All in all I can say that Social media is a playground owned by the customers.

    Shivankit Arora
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  • Profile picture of the author Clarence Chan
    On point! The best part of it is it is free! No need to pay anything to sign up.
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  • Profile picture of the author despojezzy
    ima noob help me out
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  • Profile picture of the author Shin Wilson
    amazing articles.. Thanks for sharing..
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  • Profile picture of the author ranjivkapoor
    Thank you for posting these great point!!!
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  • Profile picture of the author belikethat
    There is a dramatic increase of interest in Social Media ranging from the simplest citizen to known people. This is a new platform where marketing works.
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  • Profile picture of the author Tesslady
    True! Using social media is even more customer-oriented and engaging than email, which is of course way better to reach our prospects more and make our products better as well.
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  • Profile picture of the author Pinkysoll
    Great points! I actually use social media as a means to provide customer service, and I've been able to respond to my clients and prospects well. I also know the areas to improve on, so that I can provide excellent pre- and post-purchase customer service. Of course, that's the ultimate goal right?

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  • Profile picture of the author socialluise
    Love this post - thank you!

    Customer Service via Social Media can build a brands reputation and make them more human. If done right, they can get customers to refer them and buy repeatedly.
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