Customers who complain to brands on Facebook or Twitter aren’t just hurling complaints; many expect a response. If you want to keep the loyalty and respect of your customers and clients, you need to answer their questions and address their complaints in a timely manner. It’s all a part of your customer service strategy. If you want to build a loyal customer base through social media, you just need to follow these steps.
First, you need to assign a social media first-responder. This is the person who will monitor and respond to each of your brand’s social media channels. This doesn’t necessarily have to be a new hire, but it should be someone who can get your brand’s social media notifications on their phone and check in throughout the day. Next, you need to create a troubleshooting library. For any business, troublesome issues are going to occur. When they do, log them so a customer service representative knows how to solve any given scenario. Once you’re responding quickly to customer complaints and compliments, think about how to engage customers on social media. Get creative with contests and giveaways, use humor and have fun. Once your audience begins to engage with your brand in a positive way, start compiling a list of your most active community members and reach out to engage with them yourself on a regular basis. These four steps are the foundation of great customer service via social media.
Read the full article here: 4 Steps to Go Above and Beyond in Social Media Customer Service