Do you get a lot of inquiry and complaints on your social media pages? Are you wondering how you could improve your response to these followers in a professional way?
The reality is that customer service expectations are rising year over year and people are expecting businesses to create a great experience that spans the physical store to the Facebook timeline.
Simply having a social media page is no longer enough; your job is to provide exceptional care
So how can you do it?
Provide A Quick Response
The number one most important thing that customers want is a fast response!
According to a study conducted by Edison Research, 42% of consumers who attempt to contact a brand, product, or company through social media for customer support expect a response within 60 minutes. And 32% expect one within 30 minutes!
Being able to address your social media complaints immediately, reduces the risk of getting a negative review which could be damaging to your business.
Know Where Your Audience Is
One of the first challenges to providing great customer service over social media is finding where to provide your support and services. For most non-handmade related businesses, Facebook and Twitter will be the primary focus for social care, but some brands may find that their customers also frequent Google+, LinkedIn, Pinterest, Instagram, or other social sites.
For handmade business sellers, majority of their target audience can be found on Pinterest, Facebook and Instagram.
Monitor Social Media Mentions
Being a handmade artists is not easy especially if you are doing everything all by yourself. You can’t create awesome stuff, ship products, promote your business and at the same time stare at your social media feed all day to know when your customers need help.
There are some very useful tools now that will alert you when your business get mentioned.
They range from free search tools like Social Mention to full-featured paid products like Mention.
These tools can help you stay on top of when and where your product gets mentioned so that you can respond to your customers. They’re great for marketing, but just as important for customer support.
To learn more about social media customer care, check this infographic from Website Builder UK:
I hope you find this post useful. If you have more tips, please share it with us and help your fellow crafters.
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