How to Use Social Media for Customer Service
Use this vital tool to communicate with and support your customers online, so they experience your gold-star service
Houzz AU
18 October 2018
As social media becomes the go-to mode of communication for most of us, whether it’s sharing photos or sending messages, it’s no surprise that big brands have already embraced this vital tool as a way of engaging with their clients and customers.
However, if you have a small business, you shouldn’t see this as an excuse for having a small social media presence. Every client and customer is valuable to you and making them feel supported and cared for will go a long way in nurturing business relationships. So, take the lead from these handy tips and expand your social customer care to get the love back.
Networking Tips for People Who Hate Networking
Networking Tips for People Who Hate Networking
Identify the social platforms your clients and customers are using
It’s vital to identify the social media sites your clients and customers are most active on so you can focus your attention on those platforms. For example, there’s no point spending valuable time writing blog posts if your customers are more engaged and interested in your Houzz account.
Similarly, Facebook used to be the go-to site for customer feedback and queries, however you’ll now find Twitter is often the favoured site for quick, simple and matter-of-fact customer responses. Small business owner, Clare Morton of Studio Morton, says “My personal favourite for communicating with clients is Facebook. This is because I have quite a large network of friends so I often get referrals through that. But Houzz works well for new business clients, people who I don’t already know from my wider network.”
Once you have monitored where you’re getting most of your enquires, reviews and queries from, you can then can prioritise your social customer care accordingly.
It’s vital to identify the social media sites your clients and customers are most active on so you can focus your attention on those platforms. For example, there’s no point spending valuable time writing blog posts if your customers are more engaged and interested in your Houzz account.
Similarly, Facebook used to be the go-to site for customer feedback and queries, however you’ll now find Twitter is often the favoured site for quick, simple and matter-of-fact customer responses. Small business owner, Clare Morton of Studio Morton, says “My personal favourite for communicating with clients is Facebook. This is because I have quite a large network of friends so I often get referrals through that. But Houzz works well for new business clients, people who I don’t already know from my wider network.”
Once you have monitored where you’re getting most of your enquires, reviews and queries from, you can then can prioritise your social customer care accordingly.
Use social media to respond quickly and efficiently
The main benefit of using social media for customer service is the ability to respond to queries quickly, which is key to good-quality service. Thanks to social media being so instantaneous, customers expect swift answers, so delivering rapid support on sites like Houzz, Facebook, Twitter, Instagram or Pinterest, for example, will impress your customers with your care and dedication. This, in turn, will make them more likely to keep their business with you and also recommend your services to others. Customers definitely reward the companies that deliver.
A Beginner’s Guide to Social Media Marketing – Part 1
The main benefit of using social media for customer service is the ability to respond to queries quickly, which is key to good-quality service. Thanks to social media being so instantaneous, customers expect swift answers, so delivering rapid support on sites like Houzz, Facebook, Twitter, Instagram or Pinterest, for example, will impress your customers with your care and dedication. This, in turn, will make them more likely to keep their business with you and also recommend your services to others. Customers definitely reward the companies that deliver.
A Beginner’s Guide to Social Media Marketing – Part 1
Stay present and online
It’s also important to stay up-to-date with your social media feeds so you don’t miss any queries or reviews. Customers will want to hear directly from a company if they complain on a social media site and they will also expect to receive an answer on the same platform they contacted you from. It doesn’t matter if you have a dedicated Twitter handle providing customer service, the customer will expect you to find the complaint they made on your blog or other media site, and they will want a response in the same place.
Imagine how many of your positive feedback messages could be trumped by a single negative review left unanswered. Regular monitoring of your social media sites will elevate your customer service efforts.
It’s also important to stay up-to-date with your social media feeds so you don’t miss any queries or reviews. Customers will want to hear directly from a company if they complain on a social media site and they will also expect to receive an answer on the same platform they contacted you from. It doesn’t matter if you have a dedicated Twitter handle providing customer service, the customer will expect you to find the complaint they made on your blog or other media site, and they will want a response in the same place.
Imagine how many of your positive feedback messages could be trumped by a single negative review left unanswered. Regular monitoring of your social media sites will elevate your customer service efforts.
Build real relationships and you will reap the rewards
Even though you may not be verbally speaking with your clients or customers, you can still engage in worthwhile conversations online and build up relationships. Treat every social media user like the real person they are, listen to queries with care and resolve their issues with genuine concern. Every message, tweet and comment is a moment out of someone’s day that they’ve dedicated to your business, so regard this as an honour and always respond. In this way, social media becomes a valuable tool for impressing your customers with your loyalty.
Tell us
Do you have some handy hints for using social media? Share your insights in the Comments below.
Even though you may not be verbally speaking with your clients or customers, you can still engage in worthwhile conversations online and build up relationships. Treat every social media user like the real person they are, listen to queries with care and resolve their issues with genuine concern. Every message, tweet and comment is a moment out of someone’s day that they’ve dedicated to your business, so regard this as an honour and always respond. In this way, social media becomes a valuable tool for impressing your customers with your loyalty.
Tell us
Do you have some handy hints for using social media? Share your insights in the Comments below.
Related Stories
Trade Shows
Trade Shows: Why They're Important Events You Don't Want to Miss
From networking to insights into new and emerging trends, here's why trade shows should be a firm 'yes' in your calendar
Full Story
Interior Design
What's Next in Homes? 4 Design Experts Reveal
Do you know which colours, shapes and styles we'll be coveting in the year ahead? Four design pros give the inside scoop
Full Story
For Pros
5 Simple Strategies to Help Your Clients Stick to Project Plans
Avoid the pitfalls of indecision and shifting plans with UK pros' easy solutions to inspire confidence in your clients
Full Story
Sustainable Ideas
8 Steps to Becoming a Truly Sustainable Interior Designer
What key things can you do to reduce the carbon footprint of your projects and business, long-term? Find out here
Full Story
Trends
6 Trends From Salone de Mobile: The Stories Behind the Designs
See how the design industry is moving forward with one foot in tradition and the other in experimentation and innovation
Full Story
For Pros
Given the Economy, Why Are Professionals Positive About Growth?
The Houzz Australia State of the Industry report uncovers optimism and reveals pros' strategies for growth in 2023
Full Story
Colour
Paintbrushes Poised! 2023 Dulux Colour Awards Finalists Are In
Looking for interesting ways to add colour at home? Check out these shortlisted projects in the 2023 Dulux Colour Awards
Full Story
Renovating
What's the Outlook for Renovations in 2023? Experts Weigh In
There's light at the end of the tunnel for renovators and builders this year, but patience and flexibility are key
Full Story
Awards
Sir David Alan Chipperfield Wins the 2023 Pritzker Prize
The English architect is known for honouring history and culture while creating timeless modern design
Full Story
Trade Shows
6 Surface Materials Your Clients Will Crave in 2023 and Beyond
Discover the top six innovative materials that were on display at this year’s Surface Design Show in London, UK
Full Story
I would not bother with Twitter - nobody reads posts, just wants to shout "Me, Me, ME!!". Concentrate on Facebook.............
Houzz works far better than any other social media platform.
Tried Facebook, Google, Hipages, even printed ad on magazine. Houzz gives more direct results.
Houzz will work well if you are a fully paid member, my wife's Houzz for upholstery has not had one single enquiry. Whereas with Facebook 90% of her work is from there! Instagram has had some interest but not really worth the time and effort.
Her website has brought in enquiries, which are from the SEO we have done on it.
Social media works but not for all businesses, better for those where photos can be powerful!