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3 Tips for Increasing Customer Satisfaction Using Social Media

Today, with businesses of all types taking to the web from large law firms employing multiple wrongful death attorneys to small mom and pop retail stores that are trying to stay competitive, it’s more important than ever for a business owner to use all the online resources they can. It’s equally as important to deliver a superior level of customer service through a medium that your customers like to use. In short, you can increase customer satisfaction by leveraging the power of social media to stay one step ahead of your direct competitors. Here are three ways your business can deliver better customer service using social media.

Use Social Networking to Communicate Directly with Your Customers
Today, we live in a world where instant gratification is everything. While this is not always a good thing, as a business owner you need to realize that people have very short attention spans and they demand fast answers. Assuming that you already have a presence on the leading social networks such as Facebook, YouTube and Twitter, you should be very focused on posting fresh and interesting business related content regularly. But you also need to respond quickly to messages you receive so that your customers know there’s a human behind the brand and realize that you do care about what they have to say. When communicating on the social sites you use, be sure to use a friendly, human voice so you don’t come across as a cold and uncaring CEO.

Stop Problems Before they Become Too Big to Handle
Do not make the mistake of waiting for your customers to tell you what’s wrong with your business, products or services. Instead, get one step ahead by using tools that can help you identify where your business’s weak spots might be. You could do this by surveying your customers on social media to gauge how they’re feeling and thinking about your business and what it is you sell. Once you conduct a survey you need to take action based on the information revealed in the survey. For instance, if you discover that most of your customers think your customer support is slow to respond, you need to hire more support staff asap to improve response time and to show your customers that you do care about what they think.

Closely Monitor Your Social Media Channels
If there’s one thing that infuriates a consumer these days it’s a lack of a timely response to a product/service inquiry or problem. It’s very common for a business to join social networking sites wherein it posts regular status updates about newsworthy industry info or announcements about new products and services but it fails to keep an eye on those social channels. An angry prospective or current customer can do a lot of damage to your brand image in a short amount of time if you aren’t promptly responding and handling the issues brought up. This is why you should assign someone the task of monitoring your social media channels. You also should have a plan in place for how you will quickly handle complex queries to ensure that your customers get the help they need when they ask for it.

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