Customer Care via Social Media [Infographic]

A-Guide-to-Social-Media-Customer-Care-infographic-315Communicating with customers via social media allows companies to respond to customer concerns in real time, build brand loyalty, and receive useful feedback. A well managed social media account can turn a negative customer experience into a positive interaction and improve a company’s reputation with consumers.

However, the opposite is also true and a mismanaged account can have a lasting negative impact. A key part of social media interaction is how a company handles the initial response. Here are three tips to start the process off on a positive note.

Three Steps For Positive Customer Interaction

Respond Quickly:

First and foremost a company should respond to customer complaints or questions in a timely fashion (within an hour). Being ignored only increases customer frustration. Also, many social media complaints go ignored so by being responsive a company stands out for the better.

Use Names:

A company should address a customer by their name (or username) and also sign their postings as well. This helps frame the conversation in a friendly tone. By referring to a customer by name it shows a company cares about them as an individual.

Communication Channels:

Not all customers want their conversations with a company made public. A business should always be aware of a customer’s comfort level with a conversation and offer to it move it direct messaging if desired.

Excellent infographic! Thanks,

A Guide to Social Media Customer Care

About Mike Gingerich

Author: Mike Gingerich, President of Digital Hill & TabSite Marketer and Consultant. Part geek, part marketer, part strategist, total distance running junkie. Mike is an author and speaker, having presented at Social Media Week Lima, Social Media Camp (Canada) and more. He writes a tech column, podcasts, and shares about social media and business strategies at Mike is a marketing, social media, and business startup enthusiast with 10+ years experience building apps, consulting, and training businesses with winning integrated strategies. Mike loves deploying tactics to increase awareness, sales, and maximize ROI in both B2B and B2C markets via digital media.