Community management – The importance of building strong relationships in social media

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Do ​​you have a strategy for your social media? Great. You also need it to be able to have good customer service in your social channels. On average, the Internet user spends almost 2.5 hours on social media and this opens up opportunities for your company to build relationships with your customers. In this blog post, we will go through the features of our social channels if you want to use them for customer service.

Good community management and customer service has a big impact on your company in the long and short term. Through social media, you can get in touch with your customers in an effective way by answering questions, responding to criticism or giving advice. In an increasingly digital society, consumers place high demands and have expectations of your company’s availability. You should be able to answer questions and contribute to a customer service that is open around the clock in relation to phone hours that customers need to relate to build a better personal relationship with them. According to the latest report from Hootsuite & We are social, 3 out of 5 say that bad customer service affects their purchasing decisions.

Below we will go through how your business can use social media for customer service. 

WhatsApp

In the beginning the idea was that Whatsapp Business would be for small businesses, through its simplicity to be able to easily connect with customers, show products and services and quickly answer questions. Whatsapp is used globally by 2 billion people, of which 50 million use WhatsApp Business according to the latest statistics from Hootsuite & We are social.

How to use the app for customer service

  • Quick answer – You can enable quick answers to your most frequently asked questions to save time on the frequently asked questions.
  • Automated messages – These will help you when you don’t have the opportunity to respond or welcome a new customer with a personal touch.
  • Organize customers – In this way, you get control of your customers and so that you can resume contact if a problem should arise, for example.

Messenger

Facebook is used by 2 billion people every month. According to the Swedes and the internet’s latest report, 8 out of 10 use the messenger app. Conducting customer service directly via Messenger makes it possible to get in touch with many of your customers, by being where your customers are. The app is described as an all-in-one communication app.

How to use the app for customer service

  • Messenger- greeting – You can through custom greetings that are displayed when a customer wants to start a conversation with your company. The greeting is displayed before messages are sent and you can choose to include important information that you want the customer to read before a message is sent to your company.
  • Saved replies – This feature allows you to start writing messages and then resume them later if, for example, you have an obstacle at the time of writing or use your answer to frequently asked questions such as opening hours.
  • Auto-reply – An automatic reply to your customer when they send a message and through it you reduce long waiting times. You can create your own greeting by saying hello or giving current information about your company or mentioning how long the response time is.
  • Set the absence time or leave an absence message – In this function you can set what your company’s status is in the form of writing “away…” during scheduled hours. To be able to tell your customers when you are away and when they can expect a reply.
  • Ads that lead to Messenger – Through your advertising, you can use a call-to-action that leads to an ad in the messenger app, and through that you can increase your reach. You will then have the opportunity to interact with people on an individual level via live chat or a messenger cure. Then you can create lead generation, answer questions, run transactions and offer customer service.

Twitter

Twitter has over 353 million globally active users every month. Twitter – a social platform that has long been called a microblog, is made to conduct customer service by users already sharing both praise and complaints.

How to use the app for customer service

  • Direct message – If a customer mentioned your company in a public tweet, it is possible to respond and get in touch with the customer via direct message. You will be able to answer a current question, criticism or praise if the topic is sensitive.
  • Public Tweet – If customers mention your company in a public tweet, you can respond in a professional way to your customer’s question so that others can see as well. It is important to be transparent in your answers when you have an “open” customer service. You can also build relationships with your customers by being personal in your tone of voice.

Linkedin

The platform is the largest in the B2B segment and is used globally every month by 260 million users. If you run a business with a focus on B2B, it is an advantage to also have an active customer service via your site by responding to comments and getting in touch with your customers

How to use the platform for customer service

  • Chat function – There is the opportunity to contact the person in charge directly, by you can see what role the person in question has in a company that you work with, when they have questions or want to get in touch with your company regarding positive and negative feedback. You can reply in text or voicemail.

Summary

Customers expect good, and fast customer service via social media today and your company needs to keep up with the changes, choose a few channels to keep your focus on. If you have a few, you will have time to answer your customers. And your customer service will be experienced professionally, it is important that you have the same tone of voice through all your communication when you represent your brand. Also dare to be personal when answering your customer without becoming private to take advantage of the opportunity to build customer relationships. Regardless of what your customer communicates, you need to respond and it is important to respond to all negative feedback or reviews as well to try to solve a problem instead of be quiet.

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