Proactive Social Media Support
Should you be monitoring social media for mentions of your company and responding to customer services issues? Many companies are jumping on the social media band wagon and are experiencing success and great customer feed back. You need to become proactive in your customer service! If you find your customers who are having issues and deal with their issues before they become a problem - your customers will be impressed by your customer service. This will result in your customers spreading good things about your company across social media and get you the best ROI advertising, word of mouth.
A great Example
The other day me and one of my twitter followers were discussing some issues we where having with the product of a company. All of a sudden a spokesperson from the company started to interact with us and dealt with our issues and questions. I came away from that experience so impressed that - i have been talking about that company to everyone i know.
Business not participating in social media are going to be falling behind in customer satisfaction and losing customers in the process. Would you totally ignore another part of your customer service and think its alright. You can get one of your current support staff to monitor social media after training or higher some one who already understand social media and get them to work closely with your customer service team.
In some cases, customers turned to social media after failing to receive satisfactory support through traditional means. These are the customers you really need to interact with, you have failed them once already and they have turned to a public venue to voice their concerns. You will get the opposite effect from word of mouth if you are not monitoring social media and being proactive in your social media customer support.
I really like social media. But I wish there was an application like TweetDeck that would allow me to use ALL social media sites at once.
Use Digsby.
I think Shane wanted to say that it would be nicer to have an application that submits pages, status, etc to all at the same time.
You can some social networking sites with your twitter account. Facebook is an easy one to do - your twitter updates get sent to Facebook and are used as status updates.
Well, I would like one that lets me submit to all at once and view all at once. Like on TweetDeck I can see Twitter and Facebook as well as submit to them both.
I see what you mean. A kind of cross between Tweetdeck and Hootsuite. That would be very useful.
@shane, how it is possible to submit at one and view at once, can you explain in details, thanks in advance.
Well to be proactive in customer service is good aproach, and discusion if there is any issue with customer
It is said you already know enough people to network out to any resource you need. Social Media is about becoming a strong link in that networking web in which information, resources, ideas, friendship and inspiration are shared.
HI..
Social Media is one of the tool using which you can market your product and make it brand but it require good product and information
I agree. It is also a gateway for exchanging of information so that problems will be resolved by just a click away.
Wow, I agree with this. I mostly get my traffic from social networking websites but not getting enough. I think it needs more patience.
The big question here is “the size of the business”. For a very large corporation, with large numbers of customers, it is definitely worth consideration. There may be enough people talking about your product or service to warrant the time spent.
For a small business, the likelihood of people discussing your product or service on the social networks would be fairly remote.
I guess the question is - where do you draw the line between it being a waste of valuable time, and a worth while investment of time.
It also depends on how much your customer base uses social media. You can use tools to monitor some of the social networks for you - which will save time. That way you only have to do work when some one mentions your company on a social network or blog.
For many small business the likelihood of people discussing your product is small. Most organizations who take this on, would have to be well known and have a large customer base.
Very true. There is more pressure to maintain good business relations than ever before now that people can communicate their dissatisfaction to more people. Good customer relations are super important it cannot be underestimated.
I am a big fan of social media. TweetDeck application is very nice and useful in social media.
It is also a gateway for exchanging of information so that problems will be resolved by just a click away. Social Media is very useful.
Well what can i say, social networking is the “in” thing today.
Social Media requires good product and information, a gateway for exchanging of information.
@mFinch– I want to know that why my comment are not live here. I am a regular visitor of this blog. Is there any thing wrong tell me? or I had say some thing wrong if it is, then I apologies for that. PLS REPLY MY THIS COMMENT.
It will definitelly save time when monitoring social networks.
I use facebook and twitter.I would go for more if I had more time.I love social networks
There are multiple ways to use social networks to support the business.
Currently we implement two tools: 1) We let our customers to interact with the customer support team using a twitter client embedded within our eCommerce site, so customers can twit us while surfing the site. 2) we use blogs embedded within social networks to interact with potential customers. We publish posts about various topics related to our main business, and invite people to react to these posts. In that way we add ‘human face’ to the website.
Both tools are in their early stages, so its too early to know if they really contribute to the business.
Cheers,
Sty
Hey, Sorry about that for some reason my spam blocker doesn’t like you. I am going threw my spam right now - so your comments should be live. I will watch the spam for your comments from now on.
Sounds great. I am currently working on a plan for a company that incorporates some of the things your are doing with social media. Can you tell when you have some more results?
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