How proactive is your customer service team? In this video you'll learn how to leverage social media platforms like Facebook and Twitter to prevent customers from needing to contact your company at all. Provide status updates, helpful tips, and reminders to your customers so they can solve problems on their own.
- One of the best ways to use social media is for proactive service. This is where you use the power of your social network to help customers avoid problems. Or, if there is a problem, you can help customers solve it without them ever having to contact you. Let me give you a few examples. You can use social media to provide status updates. This works great for companies that provide a service, like utility providers or cloud-based software companies. In this example, Squarespace sent this tweet to let customers know about a problem with one of its website platforms.
Squarespace is a company that helps customers build their own websites, so, these types of problems generally result in a lot of customers reaching out for service. This tweet can help customers avoid the hassle of contacting customer service and waiting for an answer to find out what's going on. Sharing helpful tips is another way to proactively serve customers via social media. This video posted on State Farm's Facebook page contains helpful tips to help businesses stay safe from burglaries.
You can also use social media to share helpful reminders. Here a winery reminds customers that their Napa Valley tasting room is dog-friendly. These are just a few examples. Now, your challenge is to think of some of the opportunities where you can use social media to provide proactive customer service. Here is an exercise that can help. First, make a list of your most common inquires. Second, identify solutions that customers can use to help themselves.
For example, if you get a lot of inquiries from customers asking about the status of their order, you could share a link to your online order tracking tool. Finally, schedule updates. That's the beauty of social media. Many popular tools, like Hootsuite, allow you to schedule updates so they come out on a regular schedule. Proactive customer service may be the best way to serve. You are able to help customers before they ever realize they need help.
- Identifying key social media platforms
- Communicating with customers in your brand's voice
- Listening and responding to customers on social media
- Listening to customer feedback on review sites
- Making self-service easy for customers