Are Your Customers Using #SocialMedia for #CustomerService?
Are your customers using your social media for customer service? 27% of online shoppers turned to Social Media for support with customer service issues in 2011 according to a study by Forrester Research Inc.
A dissatisfied customer will tell between 9 and 15 people about their experience – showing the importance of using social media to get customer service issues sorted!
Make it everybody’s problem
Dealing with complaints on social media shouldn’t just be left to marketing, it should be integrated throughout the team with customer service, marketing, PR and operations all ready to respond to problems.
Listen to Customers
70% of companies are ignoring complaints on Twitter. Don’t be one of them! If a customer makes a complaint, don’t ignore them, remove the comment or block them but acknowledge their comment and resolve to deal with the problem. This gives you an opportunity to build a relationship with the customer and resolve the issue before they start spreading negative feedback on your company.
Ask for feedback
Ask customers directly to share their opinions on your products, and value what they have to say. This is the best way to get instant feedback and insight into where you’re going wrong. Just make sure you have measures in place to deal with and act on the feedback you receive.
Be consistent
Make sure you have a set way to deal with complaints, helping one customer and ignoring another will look unorganised and unprofessional. Have a framework in place of who is going to deal with complaints and in what timeframe. Keep things consistent.
Consumers increasingly want to engage with brand over social media. Don’t ignore them, be head on with dealing with customer service issues via social media.
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