While social media can be a great platform to attract new customers and grow your audience, it’s also the perfect avenue to keep in touch with your current customers. In fact, consumers have shifted away from traditional customer service channels like phone and email support, and are utilizing Twitter and Facebook instead. In order to adapt, your brand has to master the art of social customer care. Check out the articles below to learn how to improve your customer care on social media, as well as use social as a reputation management tool.
Delivering Social Customer Service
Social media is people’s top choice for customer care, with 35% of people opting for social media over traditional customer service avenues like phone and email support. Is your brand delivering top notch social customer care? Use these articles to steer you in the right direction.
In the digital age of instant information, more businesses rely on social customer care strategies more than ever. No matter the size of the Read more…
The Importance of Social Customer Care
In addition to being the leading source of customer service, there’s a long list of other reasons your brand needs to prioritize social customer care. Here’s a look at how social customer service comes into play before, during and after the sale.
Have you ever spent half an hour on hold trying to contact your cable company? Or maybe you’ve waited for days to get a Read more…
How to Provide the Best Twitter Customer Service
While customers may reach out to you on every social platform you’re on, Twitter has become one of the leading platforms for social customer care. Due to its conversational nature, it lends itself to social customer care. Follow these tips to provide the best Twitter customer service possible.
How to Handle Twitter Trolls
All Twitter interactions won’t be positive. Occasionally you’ll get upset customers that will talk negatively about your brand and products. A large portion of these interactions can be resolved by contacting the customer. But then you have Twitter trolls who just won’t let up. The way you respond and react to Twitter trolls can cause you to either be known for your great customer support, or as the brand that lost it’s cool. Don’t feed the trolls.
According to a survey published on Adweek, 49% of people rely on recommendations from influencers on Twitter to make purchasing decisions. If people talk poorly about your brand on social media, it’s likely resulting in lost customers. The best way to protect your business is to make reputation management a priority.
Protect Your Name
The first line of defense is to monitor your company name and any other brand keywords people would likely use when talking about your brand on social media. This way, you can quickly look into any complaints and respond. The last thing you want is for a bunch of complaints to go unanswered simply because you didn’t see them.
Don't Overlook Review Sites
Facebook and Twitter aren’t the only places online people can talk about your brand. Review sites like Yelp and Foursquare also have a social aspect to them. Monitor your reviews on these sites and use them to boost your brands reputation.
Online reviews have emerged as one of the major factors that influence purchase behaviors of today’s consumers. Thanks to sites like Yelp and TripAdvisor, Read more…
Go Beyond Brand Mentions
In addition to monitoring mentions of your brand on Twitter, you can use social media monitoring to measure the overall sentiment about your company, how your competitors handle customer service and more. Follow the strategies in this post to learn how to put it all together.
Engaging With Customers
Engaging with your customers is one of the best ways to foster positive relationships and get ahead of issues before they become problems. You don’t have to wait for a customer to complain to interact with them. Read through these articles to learn how to use engagement to improve social customer service.
When you think of brands like Starbucks or Chipotle, you’ll notice a common theme. Each has a loyal following of customers that trust and Read more…
Build Relationships With Your Audience
If you look at the top brands on social media, you’ll notice they tend to have a strong relationship with their customers. Their followers advocate for them, share UGC and there’s tons of positive conversations going on between them. Wondering how your brand can achieve similar results? Follow these eight tips.
New customer relationships start out strong, don’t they? You work hard to woo a new consumer with special offers, coupons and promotions. But inevitably Read more…
Improve Brand Loyalty
When customers are loyal to your brand, they won’t run to a competitor after the first negative experience they have with you. They give you the opportunity to fix the situation and go back to supporting you. And best of all, they don’t trash you on social media. In some ways, you could say building brand loyalty is like a relationship.
It's All About Engagement
Poor social customer service can be just as damaging to your brand as someone having a bad experience with your product or service. If you take days to reply to questions, automate all your interactions or flat out ignore customers on social media, you risk losing their business completely. Here are some ways to improve your social media engagement.
Social Customer Care Made Easy With Sprout
We know how important social customer care is for our customers. That’s why we continue to add new features and updates to our platform to make it easier for you to deliver the best service possible to your customers on social media. Here’s a look at some of the ways you can use Sprout to communicate wth your audience and streamline your customer care efforts.
Manage Relationship With Customers on Instagram
As Instagram continues to grow in popularity, more customers are using it as a customer service channel. Our Instagram Contact View allows you to track your conversation history with customers, so you have context if they ask a question or reach out to you in multiple posts.
Instagram empowers brands to distribute compelling media in a way that tells a story and engages consumers. For consumers, Instagram enables them to tag Read more…
Build Your Very Own Chatbot
Chatbots are becoming increasingly sought after by brands that process a high volume of questions through Twitter. However, building those bots requires development resources and a lot of time. We’ve made chatbots more accessible with our easy to use chatbot builder that’s integrated directly into the Sprout platform. Learn more about what it is, and how it works in this post.
Last year roughly 34,000 chatbots took on business functions–mostly in response to a growing need for automated assistance in customer care. And last November, Read more…
Respond to Customer Questions Anywhere
Social media is always on. Your customers don’t only have questions during regular business hours. In order to make it easier to manage conversations on the go, we’ve added push notifications for Facebook and Instagram. Now your team doesn’t have to miss important messages just because they’re not by a computer.
Social media is 24/7. It has become second nature for consumers to turn to social networks like Facebook and Instagram on their morning commute, Read more…
Get Feedback From Your Customers
Curious how customers feel about your brand’s service? Now you can ask them directly and get a report with all their feedback. Track your score over time to see if your customer service is improving over time and make adjustments as necessary.
Twitter has become the go-to channel for many people to connect with a business or service provider. They turn to Twitter because its public, real-time and Read more…