Let’s start with a riddle:
If a customer directs a question to your social media account and no one’s around to answer it – does it still make a sound?
Yes. And it makes a big one.
Nielsen’s 2012 State of the Media reports that more than half of consumers now use Facebook, Twitter and other social media channels to give feedback, ask questions and register complaints with their favorite (and not-so-favorite) companies.
So if you’re not answering questions and responding to comments about your brand or business – who is?
Truly effective customer service begins before the first question is asked or the first tomato is launched at your brand page. Every business, no matter how unsexy they may seem, needs to own their social media space and have a customer service plan at the ready. If you don’t respond, trust us, someone else will.
If you haven’t worked customer service into your social media strategy, here are some starting points wepicked up from Social Media Marketing World:
1. Start out by asking “How can I help you?”
You should be thinking about this question all the time – when planning social media posts, when promoting your brand, and especially when responding to customers. If you keep coming back to this question and really consider it across all channels and situations, you’re going to be in a good place. So put it on a Post-It note, write it on your hand, set a calendar alert every 15 minutes – whatever you have to do to keep it top of mind.