Create Positive Customer Service Experiences In Social Media
Customer service ultimately defines what a customer thinks of your company. It includes how people interact with your company and employees, how they remember the whole purchasing process and how they tell others about the customer service experiences they had.
Put simply, customer service experiences happen when a company comes in contact with someone who needs help or assistance at any point during the buying cycle. Even though customer service can be defined somewhat simply, this doesn’t mean that putting it into action is as equally as simple.
Customer service is key to every single company and organisation across the world, and is what makes a business thrive. After all, customers are the people who buy and use your service or product and as such, they are the ones who keep you in business and running successfully.
Creating positive customer service experiences means putting your customers first and designing systems that focus on their needs. In turn, this will strengthen your brand’s pulling power, while creating goodwill from existing clients.
When done well, it can become a source of free advertising – having people talk about the positive customer service experiences they had while purchasing your products or services, or when coming in contact with your representatives.
These days, everybody is active in at least some form of social media where shared content and opinion spreads like wildfire. It is important to note that good customer service experiences on the internet can be of paramount impact to the scope and reach of your marketing activities.
Below are 4 important aspects of delivering positive customer service experiences. It would be interesting to hear your stories of any really great customer service experiences you’ve had in the comments section below.
Personalise Customer Service Experiences
One of the best ways to create positive customer service experiences in social media is to personalise the experience as much as possible. There are a variety of ways you can do this, including video-chatting and live instant messaging support.
Individual support and engagement can make customers feel valued and respected, while delivering personalised advice and direction. Making a customer service experience personal can alleviate specific buying concerns, ensuring trust and increasing the likelihood of repeat business.
Timing Is Everything
Positive customer service experiences are usually gained by showing that you understand that the customers’ time is valuable and that you will do as much as you can to minimise any time-consuming processes they may have to go through.
In some situations, you can achieve this through the use of smartphone applications in order to pay for items quickly, or receive notifications so customers don’t have to wait longer than required.
Get The Right People In
The staff that you hire are important in ensuring great customer service experiences. You need staff that prove that they care about your product or service and about the customers’ experience of it.
You need to make sure that the staff are adequately trained to deliver upon your business expectations and standard of service. They should be trained to understand a customer’s emotional state, be receptive and make sure they listen to what they have to say, no matter the media you use to communicate with.
Leverage Social Media
Another key element that can be used to generate positive customer service experiences is through the use of social media and community management. There are various platforms and features that can be leveraged to effectively deliver customer service for businesses.
Twitter is such as fast-paced social network that it is almost perfect for delivering short, sharp and instant messages directly to customers. Google Hangouts provides the interactive experience of being almost face-to-face with video chat and group discussions.
The fact is that most people these days are active in some social media networks. Businesses need to go to where customers already exist in order to provide positive customer service experiences. There is nothing better for a customer than convenience and speed – two traits that can be achieved using social media appropriately.
Over To You…
Positive customer service experiences are arguably one of the most important aspects of a successful and sustainable business. In this day and age, the internet and social media has given everyone a voice that can be heard around the world.
Make sure people are saying the right things about your business by giving them reasons to.
Has one customer service experience really stood out for you?
What did the company do to make it so special?