Social Media For Customer Service: What To Do

Are you an Australian business-owner looking for new ways to improve your customer service, ensuring cost effectively and time efficiency? Customer service is a very important part of managing a business, in addition to selling great products or delivering a respected service. Beyond having a great business web design for your site, customers like to feel like they are purchasing from a human instead of a machine or faceless company, so ensuring personalisation is key. Customer service is also an important platform for addressing grievances or fixing different problems that arise in the course of a business.

With all of that in mind, it’s easy to see how providing the best customer service is a nuanced and complicated field. Not every method will work for every customer or for every company. Therefore, it is important to employ a variety of strategies in order to ensure that everyone’s voice is heard. One effective way to engage with lots of different people is social media. Read on to learn more about how to use social media for customer service.

Use Social Media for Public Complaints
One great thing about social media is that it makes communication so much more public. Sites like Facebook and Twitter take conversations out of email and into the open through wall posts and tweets. You can use this to your advantage by allowing your clients to post complaints, comments or questions on your public page. Then, show how much you care by responding to those comments so that everyone can see the answers. The public nature of this communication is that it holds all parties accountable to the judge and jury of the internet.  

Get a Separate Account
Of course, using social media for customer service may work better with some businesses than with others. A public Facebook page for grievances may work well for the neighborhood pizzeria, but maybe not so well for a medical practice or a high-end boutique, so you need to know which market you fall in before you engage with any customers. 

Sometimes it can be helpful to get a second account that can be used just for customer comments and enquiries. This can be a separate Facebook page, Twitter account or Tumblr page where customers can voice their concerns more privately, without fear of the wider online population attacking them. Alternatively, these accounts also have privacy features, such as Facebook’s inbox, where customers can contact you directly.

Further Tips
Harness the power of the internet with internet marketing. Go beyond killer website design and create fan accounts on Facebook, Twitter, Instagram and Pinterest to further connect with potential customers and get your name out there! Share your business news, staff profiles, new products and services to your advantage. 

Whatever your business, our will serve you to bring your business online, advise on social media and/or re-design and refresh what you already have. With our fixed price service and money back guarantee, we help businesses around Australia, from Perth to Brisbane, get online effectively!