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How Social Media Can Improve Your Customer Service

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Since its debut, social media has gained a reputation for improving the customer service of businesses through enhanced customer interaction.

Social media has opened up a level of customer engagement that had previously been left for the comment box in the business labelled something like, ‘how can we improve your experience?’.

These days, customers are actively engaged in helping the business to improve where necessary, and many businesses attribute changes made in their operations to the customers’ feedback on social media.

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Giving the customer a megaphone

Customers are able to voice their opinions on a business through social media channels like Facebook, Twitter, and Instagram, and can either give helpful or (often) negative feedback on that business’s service.

In response to this, the business is able to engage its customers and respond to that customer’s feedback. We’ve all seen a business’s Facebook page where a customer has left either positive or negative feedback for that business and the business has engaged them and thanked them for their response.

If utilised correctly, a business can even earn themselves a bit of a reputation for their fun and engaging reaction to customer feedback through social media.

What responsibilities come with hosting a business social media page?

By having a dedicated social media page with your own social media manager, you are expected to keep up-to-date with customer feedback and not leave your customers in the dark when they have a comment for your business.

A business can also improve its customer service through social media by acting on what customers are indicating they would like improved or overhauled, and by acknowledging which areas are receiving praise and therefore should maintain current operations.

Businesses are also encouraged to host questionnaires and surveys on their social media page, inviting users to communicate what is working and where there is room for improvement.

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In order for a business to improve its customer service based on social media feedback, there are five key questions to consider:

  • What kind of feedback is being provided – is it positive or negative?
  • Are the questions being easily answered? Or are they complex problems the company may be facing that need rectifying?
  • When are your customers active on your page – what time of day?
  • Are the comments written by the customer in a moment of annoyance with the business, or do they appear to be a part of a larger problem?
  • Are the comments consistent and are they asked regularly by different people?

If you engage your customers correctly through social media, provide positive responses to their feedback, and act on their feedback, you can significantly improve the standard of your business’s customer service.

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By James Campbell


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