5 Tips to Improve Customer Service on Your Social Media Pages
USA Today reported that a record number of consumers used mobile devices to shop online during Cyber Monday. As consumers become more comfortable using mobile devices to shop, they're also using mobile devices to access social media. More time online equals more time, potentially, to connect with your brand via social media channels.
What happens when customers reach out and no one responds?
Just as brick-and-mortar businesses must "staff up" during the holiday season to be sure to serve consumers well, brands must "staff up" with team members to monitor and respond to shoppers online.
Here are five tips to help you interact with consumers via social media during the holidays and beyond:
1. Turn up your listening. While it may be tempting to schedule and send promotional updates through the holiday season, you can stand out by listening and responding to fans and customers who communicate with you. Be sure to monitor Google Alerts for your business name and other relevant terms, and check your social channels multiple times each day. Respond, engage and differentiate yourself by your desire and willingness to connect.
2. Turn up your listening (part 2). Save a search on Twitter for your industry and/or location. Dip into the stream a couple of times each day to look for people who might be looking for a product or service you offer. Several weeks ago, I needed to find a new bank for business banking. Even though I sent several general tweets about banks, not a single bank engaged with me. Later, after I chose a bank, I sent tweets tagging both my old bank and my new bank. Until I mentioned a specific bank, no one engaged. You can impress me (and win my business) if you respond before I tag you by your handle.