A lot of people and businesses aren’t sure how social media works and why they should use it. Sometimes, it’s hard to understand the concept of Facebook or the proper etiquette for Instagram. To picture it, imagine it like this. . .Read More
One of our dedicated Customer Success Managers, Stefanie Peterson, attended #SocialMediaWeek here in New York. There, she attended several seminars focused on maximizing a businesses return on investment through word of mouth marketing on social media. Her full featured post can be found here on socialmediaweek.org and provides meaningful insight on how businesses can monitor their ROI through word of mouth (WOM) on social. Here is her take on how it affects you, the small business owner.Read More
Did you know that 42% of consumers who complain expect a 60 minute response time on social channels? We live in an age where instant gratification is the norm and customers would rather reach out via Facebook and Twitter to voice their opinion about a business than tell the business owner directly. So, how can a business use social media to help their customer service?
Be fast. A response should be timely, and since social media never sleeps, it's Rule #1. We suggest establishing a maximum amount of time that’s allowed to pass before an comment is replied to and stick with it. This will create an expectation from your consumers so they won’t be chomping at the bit after fifteen minutes without word from your business.
Be courteous. “I’m sorry” and “Thank you” are the two most important things to say to a customer, especially when the response is privy to everyone on the internet. Also, take into consideration what the customer is saying and respond accordingly. Don’t used canned responses because they often come across as ingenuine and forced.
Be consistent. Always respond to comments on your social channels whether they are good or bad. Acknowledgement by a brand to a consumer is essential to building trust. No matter how big or small the problem or how often the same question is asked, always address the issue.
Be mindful of your surroundings. Send a customer to a place where you can really take the time to address his or her concerns. For instance, you don’t want to put them on blast publicly if they owe your business money. Suggest a phone call or email which will allow you to really get to the heart of the matter.
Have you downloaded the newest social media app, Jelly? If you haven’t, it might be because you’ve never heard of it. It just launched on January 7th by the co-founder of Twitter and it already has a cult-like following with almost 9,000 members on its launch day.
The newest social app lets you ask questions to people in your network of friends using pictures and crowdsourcing to get you answers in real time. Sound silly? Think about asking a question describing an image and limiting it to 140 characters, difficult right? Well, Jelly has eliminated this conundrum. Stone says he developed the idea because there are some questions that can't be answered with a simple Google search.