How to Respond Customers on Social Media?
Updated: Jun 27, 2020
Social media is an important part of business nowadays as people are becoming more and more social animal. As a marketer, you should know to use it for your brand image.
In the present digital arena, every customer wants to be heard by the brands, so customer service software can come in very handy. So they prefer only those social platforms, where they get a better response. Before discussing how to respond to customers on social media, we must understand how a customer chooses a social channel.
Customers certainly don’t decide at random. They consider three things:
• In which platform, the brand is active,
• Where the customer thinks he will get a better response
• How quick is the response time.
Let’s take an example, if a user finds the brand active on Facebook and less on Instagram or Twitter then, he or she may consider Facebook as the best medium to reach the brand in case of any query.
When companies provide better responses on Facebook vs. email, for example, it trains customers to use Facebook to reach the brand. If the company posts more on Instagram or customers see Instagram stories several times a day, but only a few posts a week on Facebook, the latter would be more inclined to use Instagram. A person wanting to speak or get in contact with a member of customer services will always look to try this via the most active platform.
Even if you are not active on the platforms yourself but are using something like an Instagram scheduling tool to regularly post content, a client wouldn’t understand this and just think it is being manually posted, so they would ultimately choose this over a platform that has less content being posted regularly.
To respond to customers on social media is quite easy as well as less expensive. Many times as a brand you might receive negative or abusive comments on social media. To handle customer complaints on social media is also a part of the social media marketing strategy.
If you are thinking that not responding to negative comments on your Facebook or LinkedIn page is a good option, you are totally wrong. If a customer doesn’t receive a response his or her complain about social media, he may get further disappointed. Also, this sends a wrong message to others that you do not care about your users.
How to Deal with Customer Complains on Social Media
This is a popular question of all marketers as every brand wants to adopt a better technique to deal with customers' complains on social media.
Find All Mentions
In order to successfully deal with customer complains on social media, you must find all instances of it. Around 70% of customer dissatisfaction messages are posted on Facebook compared to other channels. You can use social listening software to check what people are saying about the brand. Once, you have identified the mentions, it’s time to answer to these types of feedbacks.
Responding to your customers in an emphatic way is an ideal way to make up your broken image. It is not possible for you to change what has happened but you can very well prevent what will occur next. Let your customers know that you care for them and are equally sad about the issue and will take all necessary steps to prevent such instances in the future.
Social media do not allow complete customer service due to the limitation of space and the risk of sensitive information being shared. So businesses need to choose other media such as email or phone after setting up initial contact with customers. However, social media can help you to cool your dissatisfied customers providing them instant assistance.
Social media is the most important medium for brands that want to have a good digital presence. Hence, if used strategically, social media can help brands enhance their image and satisfy their irate customers.