Social media for customer support… The customer is the king in a business activity. If there are no customers, the business activity remains incomplete. The ability to sell products or services and making a successful sale does not end the relationship between the buyer and the seller.
Every business small or large needs to help its customers by giving an after sale support or get connected with potential future customers. Strive to keep your customer satisfied by being professional and reliable.
Customer service and support team of a company in the form of a contact center or the help desk can help you achieve this. However, today, social media like Facebook, Twitter have grown enormously that they can help you connect with your customers and provide customer support online.
This article brings to light how Facebook, Twitter and online chat software can help you reach your customers and keep them happy.
Customer Support in Facebook
Facebook is the biggest social networking platform on which 850 million users connect with one another almost everyday. It serves the people as well as businesses. Every company reaches customers through a Facebook page for sales, marketing and now includes customer service.
Facebook is also the preferred medium to provide customer service as it is free of cost and staffs can instantly address customer questions, complaints and give a solution, compared to phone calling or using email.
You can make use of the survey feature in Facebook to analyze your customer needs.
To manage customer queries and complaints on your products or services, you can make use of tools such as Freshdesk or Parature for Facebook.
These tools will act as a customer support center and you will be able to monitor, capture and respond to all customer questions and complaints posted on Facebook.
Customer Support in Twitter
The micro blogging site, Twitter, is next to Facebook on the list of popular social media. Establish a relationship with your customers on Twitter. Follow your customers and add followers whom you think are interested in the products and services you sell.
There is a chance that the people whom you are following can suggest their friends to follow you. Get to know what your customers need by interacting with them. Set a maximum of 24 hour to respond to customer complaints and queries. Be patient while giving a response to irate customers and never be defensive or create an argument.
You can use the Tweets can free app for Twitter. This application helps you to keep a track on how people perceive your products and the relevant comments on them.
Engage your customers in Twitter by linking your business website, introducing your products to them and acknowledging followers who re-tweet your links to others with rewards like special discounts.
Twitter is a powerful social media site in which you can utilize effectively to promote your business and provide customer support online, but beware of the negative feedback which can spoil your company’s reputation.
Online Chat Software
An online chat software can offer direct communication with customers in real time. Using online chat software for customer service allows you to monitor visitors to your website, get to know the tastes and preferences of customers and those pages which have been viewed the most.
Choose the software that meets your business requirements cost-wise and technology-wise. Cost effective and easy to use software would be the right choice. Pidgin, a chat program is one of the recommended online chat software that allows chatting simultaneously on multiple networks.
Customer service on an open social platform requires a balanced act. You need to be there to make your customers satisfied as well as safeguard your business by having a consistency on brand promotion.
Main Photo by Bloomsburys