Using Social Media for Customer Service

19 Oct

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There are many ways that B2B companies are different entities than B2C companies, but social media usage is not one of them. Because the fact is that your prospects, existing customers and employees are all on social media, probably every single day. Social media has become an easy way to keep up with friends and relatives as well as business connections.

Depending on your industry, the social media sites your clients visit will vary. But there is a lot of usage overlap with B2C companies. One of the best features of social media sites is the ability to chat in real time with your contacts. This feature is used so much on Facebook that the site has a separate mobile app just for chat alone. Additionally, video sites such as YouTube offer product and service education opportunities that you can use in discussions with existing customers to help them solve problems.

B2B Customers are Not Just on LinkedIn

While it is true that many B2B professionals are active on LinkedIn, you can also find them on other social sites including Facebook, Twitter and some industry-specific sites. LinkedIn is a great site for content, connections and networking, but is it the best place for customer service? Probably not. Unless you are using LinkedIn for setting up a face-to-face customer service meeting, there are better places to interact.

Using Facebook for Customer Service

Facebook gives you several ways to conduct customer service conversations. You can set up a section of your company’s Facebook page to have questions and complaints answered. The key here is making sure someone is always available to answer these questions during the hours you specify you are open. Facebook is a great way to have direct contact with customers, but if you don’t respond quickly, they will be disappointed. You can connect with your customers via Facebook Messenger from just about anywhere in the world for free. As long as you have an internet or mobile connection, you can help customers solve their product issues or discover their service needs. You can also set up a section of your Facebook page for customers to ask questions that other customers answer with the ability for your staff to jump in when needed.

Twitter for Rapid Response

Twitter only has room for 140 characters; however this makes it ideal for rapid response to service issues. The entire platform is full of interactions that are short and to-the-point. You can set up an entire account just for customer service, and post the link on your main Twitter account and other social media sites. Customers can contact you easily and you can respond with a quick solution. The biggest drawback to Twitter is that the site is open for all to see, whereas Facebook offers you privacy on Messenger.

Customer Service Adds Value

When a customer knows that they can get the customer service they need consistently and quickly, they will be happy with your level of service. This customer confidence adds value to your company as a whole and can act as a channel to market new products or services to existing customers. At least for establishing initial contact, social media is an ideal way to interact and resolve customer service issues.

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