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Customer Support Software Featured Article

Build Better Customer Support with Social Media

August 29, 2014

If your business is on social media, then you’re already miles ahead of your competition; social media is a proven force for good in terms of brand advertising and consumer interaction. Indeed, your customers will seek opportunities on social media to advertise, defend, and share the experiences they have with you. But if those cheerleaders have a negative interaction with your business and suddenly aren’t so cheery, social media could be your downfall—that negative interaction can be made just as public as the positive ones, and hurt your business in the process.

Better Support

In order to reassure your customers that your business will go the extra mile to make them happy, there are a few steps you can take. For one, consider recording the contact information of a customer who gets in touch with your business asking for help. That way, you can tell the customer you will respond once you have an answer, and actually do so. This prevents irritating line transfers between departments, and when you follow through with your promise, your customer’s trust in your business will skyrocket.

Another means of ensuring customer satisfaction on social media is an “all hands on deck” mentality. If a customer has an inquiry, someone within your team is bound to have an answer—but you need strong inter-company relationships and a customer-first mindset across your organization to get that answer conveyed. If your entire staff makes the customer its priority, then your business will boast superior service.

Finally, value your customers’ feedback, whatever they have to say. Negative feedback can in fact be your business’s best opportunity to learn, and your customers will appreciate your gratitude for their role in that. Whether you use their input or not, be sure to contact customers that reach out to you via social media, and thank them for their insights.

Head of Customer Success at Sparkcentral, Sara Carter said in a statement, “The customer experience is all about perception. If a customer feels like you’ve gone the extra mile for them, even if it didn’t take much effort on your part, they’re going to perceive you differently.”

Social media can make or break your business image—get yourself on the right track and keep your customers happy.

Edited by Alisen Downey
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