Social Media Improves Customer Service
A recent article from PROMO Chief Marketing discussed ways to use online communities to increase customer service. Major retailers already use social media to influence their customers and connect to their brand, but how can anyone harness this powerful voice?
First, embrace brand experts – those social media influencer’s that already have a positive interest in your brand and influence over your target market. Communicating over a trusted channel of information makes your message more impactful and memorable.
Second, embrace digital tools that give your customers direct contact with a customer service representative for your company. Live chat allows you to talk directly to the customer to answer questions as they are buying on your site. This also limits the need to go outside of the website (email or call) for help or to complain.
Think about it… how many sites have you been holiday shopping on that offer this direct contact? I know I’ve been on several.
Finally, encourage customer feedback and LISTEN to what they say to improve your services and sales/ad message. A recent impact report stated that 86% were willing to pay more for a product or service if it included a better customer service experience. Twitter and Message boards give your customers an easy way to interact with each other, share ideas and promote comments.
How would your customers rate your online service and interaction? What are you going to do to engage your customers?