A Guide to Social Media Customer Care

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Social media is the go-to portal when customers want to reach out. One customer may post a query on your Facebook page, while another tweets you with a complaint. Either way, your reputation is at stake when consumer interaction becomes so public. How can you ensure customer satisfaction without compromising your brand?

By learning how to deal with these situations in advance, you will be perfectly placed to turn a customer issue into positive publicity. Train your customer service team in social media for business, and be sure to tailor the principles to the voice of your specific brand.

The most valuable principle, though, is to listen. And that doesn’t mean waiting for the little red notification that tells you you’ve been “mentioned”: You need to take proactive steps to figure out when people are talking about you. People say harsh things when they’re letting off steam. You can own the situation by listening to complaints and resolving them with grace and transparency.

Our new infographic provides a thorough introduction to the state of play regarding social media customer care. Insights into the true impact of this new phenomenon are transformed into methods for doing it right.

Social media can be a fun and productive element of your business, as long as you know what you’re doing. Beef up on these hints and tips, and you’ll soon be ready to lead the conversation online.

 

infographic

 

Sources

Widrich, L. (2013). What Bad Customer Service Costs Your Business. blog.bufferapp.com

Schneider, M. (2015). 24 Statistics That Show Social Media Is The Futureof…. socialmediatoday.com

Trihey, P. (2015). Why is Social Media Important as a Customer Service Channel? linkedin.com

Barry, C. Markey, R. Almquist, E. Brahm, C. (2011). Putting social media to work.bain.com

Wharton. (2014). The Ignored Side of Social Media: Customer Service. knowledge.wharton.upenn.edu

DesMarais, C. (2014). 6 Dangerous Things to Do on Social Media. inc.com

Cuttica, P. (2015). Introducing Message Tagging in Sprout Social. sproutsocial.com

Shukle, F. (2015). How to Handle Customer Complains Via Social Media. socialmediaexaminer.com

Haines, B. (2015). 14 Amazing Social Media Customer Service Examples (And What You Can Learn From Them). bufferapp.com

Zendesk. (2016). Providing Great Customer Service Through Social Media. zendesk.com

Biagi, A. (2015). Hootsuite Tip: Save Searches, Hashtags, and More in your Hootsuite Dashboard #Hoottip.hootsuite.com

Basu, S. (2011). 5 Most Effective Ways To Deal With Arrogant Internet Trolls. makeuseof.com

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Barbara Davidson

Babs is a content writer at Enova International, Inc. with a Bachelors in Cinema Studies and English from the University of Illinois (ILL-INI!). She loves binge watching musicals, reading in the (sporadic) Chicago sunshine and discovering great new places to eat. Accio, tacos! Find out more about her on Google+.

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