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Setting up effective social media-driven customer service strategies

January 27th, 2012 by | 4 Comments

Setting up effective social media-driven customer service strategies

Image by Matthew Wilkinson

With social media proving to be a powerful tool for bridging the gap between brands and their demographic, it’s become customary for companies of any size to integrate it into almost every aspect of their business. Because of the real-time engagements taking place online, social media is a great platform for expanding and optimizing a brand’s customer service-geared strategies.

In a post last week, we talked about how social media as a 24/7 interaction engine, and its near limitless content distribution channels are ideal for addressing customer concerns. Here is a quick rundown of the best ways you can establish a strong customer care line for your brand.


Form a Social Media Team


For starters, brand managers will need to form a team of social media savvy people to take charge of your online customer service strategies. Smaller businesses can perhaps work around having one person engaging with customers online, but sometimes a team would be better suited to focus on the ongoing follower interactions, and resolving concerns


Standardize Strategies and Resolutions


In order to properly resolve any issue presented to your brand, the people handling customer service should be capable of efficiently making decisions. Sure skills and quick thinking can help tons, but behind those, brands should also have a standardized set of rules and resolutions to make sure customer service people are giving out the right solutions to get the job done. For best results, a resource material should be created—knowledge base workers can consult when facing any kind of issue.


Choose Your Social Channels


Selecting the right social network is crucial. It will serve as your shared communications space with your clients; where they can ask questions and freely express their concerns and share their experience with your brand.

Obvious ones include bigger social platforms like Facebook and Twitter. When effectively implemented with the right strategies, both can provide great social media mileage. However, depending on your desired results or your mapped out procedures, you can also make use of other social platforms like message boards, Q&A sites, and even your brand’s own blog. When selecting third party social media sites, consider these factors:

  • User Base-Obviously you’ll have to understand who are signing up and using these social networks. This way, you can make sure that you are indeed reaching out to the right people.Niche- Some social networks cater to specific fields of interests or niches. Needless to say, you’ll need a social platform that will align with the nature of your brand’s products and services.
  • Niche- Some social networks cater to specific fields of interests or niches. Needless to say, you’ll need a social platform that will align with the nature of your brand’s products and services.
  • Social Media Features- Understand what features and capabilities social networks are offering. This way you’ll be able to understand the limitations you may to work with.


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