I say why not?
There are 1.7 billion users on Facebook, 400 million users on Instagram, 320 million on Twitter, 300 million on Google+ and 100 million on LinkedIn. We all have accounts on many of these so it is safe to assume there are at least 1.7 billion people communicating on social media. The world population is 7.6 billion so it is safe to say 1 out of every 5 people in the world has one or more social media accounts. Which makes it unwise and unrealistic for modern businesses to avoid social media interactions with their customers. If companies want to grow and reach more people, they must connect and get feedback from current and potential customers via social media.
Check out these helpful tips for good customer service practices on social media:
Don’t avoid social media.
As stated earlier, you cannot avoid social media today unless you are happy with stagnant growth. Assuming every business would like to grow and give good customer experiences, business-to-customer social media communication is a MUST today.
Don’t ignore negative posts.
We all hate negative feedback and customer complaints, but it is possible to turn it around. We all make mistakes but how we deal with it matters the most. Negative feedback and complaints can turn into a positive experience if you handle it with grace and sensitivity.
Be genuine in your communication.
When dealing with tough issues, don’t lie or try to cover anything up. Be genuine and make sure you follow up. Even when posting commentary on social media, customers can tell if you are genuine or not.
Be quick to respond.
In today’s digital era, people want things quickly, which is also true for getting answers and responses. So when you see a post or private message from a customer, make sure someone from your customer service team answers as soon as possible.
Respond no matter what.
Even if you don’t have an answer to the question or response to a customer post, respond quickly just to say you will look into it and get back to them asap. No matter what, the customer wants to be recognized and know that someone is working on it. All you have to do is say we heard you, and will get back shortly!