Polishing your product or service is obviously a huge part of building a strong business, but direct interactions with your customers are where you will truly make or break your brand. When customers reach out, it’s crucial to keep the conversation running smoothly down a two way street. Today’s social media tools, while appealing, can too often lead to companies talking “at” their customers instead of fully engaging them and listening to their needs. Read on for tips on how to better communicate with your audience, and keep the conversation going!
Having a presence on social media platforms like Facebook, Twitter, and Instagram is a standard practice for today’s companies. Social media allows you to easily distribute messaging about your brand, product, and/or service, and allows for informal customer interactions that can build loyalty and establish your company as approachable and easygoing. But be careful not to assume that any social media use is good social media use. Companies that endlessly blare information about their product without offering anything of true value to their customers are perceived as annoying to their target audience. Customers get tired of seeing only “salesy” posts that essentially clog up their feed. Instead, aim to spark a conversation or offer deals or discounts. Seek to reward your fans and followers for engaging with you, and you’ll demonstrate that you truly value what they have to say.
In addition, it’s important to stay on top of any complaints that make it onto your brand’s social media sites. A recent survey showed that nearly half of all respondents preferred using social media to voice complaints over more traditional routes. While making your brand accessible for customer service via social media can seem like a great way to engage your customers, fielding complaints and concerns on these platforms places a big spotlight on your response time and any potential weaknesses in your brand.
Get Proactive (And Avoid Making It Public)
Instead of using social media as a complaint board, try instead to curate a feed that is about sharing positive experiences and enthusiasm, as well as industry related news and information. Post your company’s phone number in your Twitter and Facebook bio so that people know exactly how to contact you for a longer conversation. Then, if you do receive complaints, you can respond by redirecting people to the phone number and reminding them that phone response time is typically far quicker than social media.
If you use a professional call center service like MAP Communications, you can guarantee that your customers will have access to quick answers with no hold times and 24 hour availability. MAP Communications will keep your customers happy and heard, while saving your social media sites for fun stuff like hashtagging your brand name and sharing pictures of products, plus special coupons and valuable promotions.
For more information on how MAP Communications can help you please your current customer base and turn incoming calls into sales, contact us today.