Social media has become an essential tool in the modern business environment. Apart from uploading pictures and sharing posts, social media platforms can be used to boost your brand’s image. However, if you haven’t worked on maintaining your social presence, it can damage your reputation and scare off potential prospects.
One of the best ways to use your social profiles is by offering customer services and connecting with your target audience. However, you need to strategize your plans and make sure that you know how to operate your pages and profiles accurately. Here are a few tips that all B2C and online B2B marketplaces should note down to offer customer support with social media.
- Strategically Use Hashtags
By using hashtags on social platforms, you basically help users in searching for posts of their concerns. Hashtags ensure that all your posts are organized and easy to find. Twitter was the first platform that used hashtags and now almost all major social channels have included it.
However, if you are promoting a brand, then there are three major types of hashtags that you should be using; brand-specific, trending and content hashtags. Though it’s always important to follow content and trending hashtags during seasons and events, a brand-specific hashtag helps your business name generate a presence online.
- Establish Customer Relationships
Many online marketers and business owners simply use social platforms as a marketing tool. All they target is the promotion of their content, brand and/or products and avoid replying to comments, messages and retweets. However, to establish a connection between the business and its followers, you should use all platforms like Facebook, Twitter, Snapchat, Instagram and even LinkedIn to reply to your followers and also reach out to them.
On the other hand, not responding at all to these comments and messages can leave a negative impact on your business. Also, you need to make sure that you respond within a reasonable timeframe. Research shows that 42% of consumers expect a reply within one hour on social media platforms.
- Make Sure All Reviews are Positive
Nowadays, when a customer is upset with a brand, one of the first things they do is post a negative review on social media. Instead of responding to that negative review, you need to make sure that you develop a strong customer-centric image that convinces potential clients to contact you directly even when they have something terrible to say.
This is only possible by winning your customer’s trust. Once you have a group of trusted employees and customers, they’ll always be with you in defense during bad reviews.
- Be Present and Responsive
Creating a profile or page and keeping it active is equally as important as being responsive. To start, businesses can fail to offer customer services on social platforms if they stop being active. Therefore, never stop posting content and engaging with your followers. On the other hand, it’s essential to pay attention to your customer’s complaints and let them know that you are listening. Your lack of attention can cause your audience to lose trust in your services. This will hurt both your business and the brand’s reputation. Remember, a simple thank you, emoji or alike can leave a strong impact in your favor.
With these tips, you can make sure that your brand offers reliable customer service through social media. Also, by being active and engaging your customers online, you can grow your sales and brand’s reputation within the industry.