Approachability in social media
When I think of social media, quite a few adjectives come to mind: social (obviously), interactive, communicative, approachable and friendly. People strive to achieve this voice when they go about building their online presence. You want your online network to feel like they can come to you with regards to your business. You want to be approachable, and you want your network to feel like you want to interact with them and hear what they have to say. That’s where customer service comes in.
One thing that I see a lack of is using these mediums to provide superior customer service to your clients. It’s important to make sure that you’re keeping an eye out for messages, comments and questions that come through on your various online platforms. Whether it’s Twitter, Yelp, your blog, or Facebook, you need to address the interaction that you receive on each page.
I know that it’s difficult to keep up with every single social media site out there. It’s like we’re inundated with the possibilities on the internet each day. It can fry your brain. The key is to designate time each day to spend on social media sites, and not just to post, but to interact and reach out to your customers. You need to show your network that you care about them.
How to provide customer service in a noisy world
With that in mind, make sure you are doing these things when you log in to your various social networking sites and/or blog:
Check your messages, mentions, and notifications on a regular basis. Do you know how often I log in to a client’s Facebook account and see that they have 40 unread messages and 75 notifications? I have a phrase to describe this: missed opportunities. People use Facebook as a means for communicating nowadays. If someone doesn’t have your number or email address, chances are they’re going to take to social media to get ahold of you. You could miss a client’s question, a new lead or a referral. On Twitter, many send quick tweets with their questions and want a response. People could also ask you questions or inquire about services in your blog comments. If you’re not checking these things, you could be missing out on the chance to get more business. Make this a priority every time you hop on a social platform!
Address comments or reviews, but use your discretion. People can hide behind their computers on the Internet. They can type whatever they want and put it online and not have to deal with backlash directly. That’s just the world that we live in today. With that being said, you are going to encounter feedback of the positive and negative sort. You will want to address all positive feedback enthusiastically. It shows that you care about the people supporting you. When it comes to negative feedback, you can either choose to ignore it altogether or address it one time. Addressing each negative review does show you care, but it can also cause a back and forth that looks unprofessional. Responding to a negative remark one time, and one time only, shows that you care without creating a stir.
Many overlook the fact that you can utilize your online presence to improve your customer service. Yes, you’d like to get leads and new business, but you also want to use it to stay connected with and assist your current and past client base, as well. The tactics that I mentioned above will help you provide extensive customer service in the online aspect of your business.
Now start reaching out, and remember: keep your eyes peeled!