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Social Customer Service & Reputation Management

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.

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.

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.

Review and Reputation Management

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 TripAdvisor and Google My Business also have a social aspect to them. Monitor your reviews on these sites and use them to boost your brands reputation.

Go Beyond Brand Mentions

In addition to monitoring mentions of your brand on Twitter, you can use social media monitoring or listening to measure the overall sentiment about your company, how your competitors handle customer service and more. Learn about the difference between social media listening and monitoring to find what fits your strategy, and how to implement it.

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.

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.

Engagement, authenticity and forging connection

Poor interactions on social, including social customer service, can be very damaging to your brand. Check out some tips for creating authentic, human connections with your customers that will help drive great brand experiences.

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.

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.

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.

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