The importance of customer service has never been higher in the digital age. Social media has proved to be an essential tool that allows businesses to expand customer engagement and reach. These social media platforms enable businesses to quickly address customer inquiries, helping to build trust between the company and its customers. Businesses must take advantage of various paltforms and thier ability to provide an effectual customer service experience.
Clearly state your key channels
There are several steps businesses can take to improve customer service using social media. First and foremost, customers should be able to easily access your customer service team or office, so utilising channels like Twitter, Facebook, Instagram, and LinkedIn are essential for online customer relations. An easy-to-find contact page with relevant contact information should be set up or on platforms such as Facebook’s ‘about’ section.
How to start
Creating a "help" page on your main website is another informative way to improve customer service. This page should contain practical information regarding frequently asked questions and concerns. The help page should be easily accessible and feature links to the company's social media profiles. Creating content specifically around customer service is another method of improving customer service using social media. Blogs and videos ought to provide helpful information, engage customers, and ultimately encourage customers to come back. Content should be tailored to the company's target audience and answer the most common questions that customers have.