Maddie Skaw | Tech Report 2
For modern businesses, social media is an essential marketing tool, but it can also improve customer service. However, in order to reap the benefits of this strategy, you must execute it well; if you don’t carefully manage your social media presence, it can harm your brand and drive away potential paying customers. This is remarkable how even though individuals need to be careful about social media, even large corporations do as well. People have used social media to connect with their social networks and share photos and videos for years. Those days, however, things are different, and social media has evolved into much more.
Companies should have plans in place for dealing with customer service issues via social media, as it provides an additional, more convenient means of communicating with customers and vice versa. It also improves a brand’s reputation. If executed correctly, it may increase the company’s chances of going viral. A well-crafted social media customer service strategy, at the very least, could provide an opportunity to cultivate a distinct, memorable, or even hilarious brand voice. Costumers appreciate this connection because of how personal it feels, it can also be read more quick than an email.
Companies should be sympathetic to their customers when responding to their complaints. It’s critical to pay attention and show that you’re paying attention. Poor response is exacerbated by a lack of attention, which reflects poorly on the brand. After all, when a brand responds to an individual user, it is visible to more than just its followers.
In the past, we have seen customer service go from only phone calls, emails, to small chat icons online to now. We now have the power to direct message the actual company and demand an answer from them. I can recall a time where I ordered clothing from a vintage clothing website, and half of my purchased items never arrived. I emailed them, and got zero response. The company had been very active on Instagram though, which gave me the idea to comment “Where is my package?” on almost every photo they posted.
After doing that for weeks, they eventually noticed me and sent me my lost items! This is just a small example of the reality we currently live in. Social media can truly be powerful.