Ways to improve your social community
Not every person who mentions your brand or products on social media will tag you in the post. In fact, many social posters may assume that you’ll never even see the posts they create mentioning you. If you keep your eyes peeled for these types of mentions you can join the conversation and provide pleasantly surprising customer engagement. Here’s what to look out for:
Your own brand terms — Make sure to monitor for all variations of your company’s name, including nicknames and common misspellings.
Your own product terms — A less frequently used strategy involves monitoring social for some of your popular products, as well as the common nicknames and misspellings.
These may not seem like game-changing social media posts, but they are all working toward creating a solid community of engaged customers. Not only is it important to respond to all of your messages, it’s important to do so in a timely manner. In fact, 75% of people using social media as a channel for customer service expect a response in one hour or less.
If you can’t convince your company that you need more people to join your social media team try to get colleagues in other departments to join you in responding to your customers.
- Research & Development
- Customer Service
All of those departments have a place on social and various customer queries could benefit from a custom response from their areas of expertise.
You can’t spend every waking moment at your computer — even though many social media managers may feel compelled to. Find a social media tool that also has has mobile application, and make sure that mobile applications has push notifications to alert you whenever someone sends a message to your company social page.
After managing your company’s pages for a while you’re bound to notice that some questions come up more frequently than others. Consult with everyone who manages your social pages and build a document that houses all of these questions and some solid answers. Though you should never simply copy and paste those responses over to your customers, you can use this document to quickly guide your response.
There’s nothing worse than waiting around for a response that may never come. In fact, not knowing whether or not a company will reply may even be even worse than knowing you won’t receive anything. One way to help your followers cope with that feeling of the unknown is by setting an expectation for them. For example, Royal Dutch Airlines updates its Twitter header image every five minutes to show about how long a customer should prepare to wait for a reply. Though this may be a bit cumbersome for smaller teams, the idea of keeping your customers informed is a great strategy.
Whether it’s bringing on some some new team members or just learning how to hustle, make sure that you’re doing everything in your power to engage with all of your social followers in order to provide a great customer experience.