4 Ways to Deliver Outstanding Social Customer Service

Over time, there’s been a huge surge in some of the big brands taking a step ahead to provide excellent social experience to their customers. Social customer service, according to study, is all about providing human touch to consumers for a better experience.

80 percent companies believe that they deliver excellent customer service. But that’s not how consumers think. Thus, there’s a huge opportunity for websites and brands to plan their social customer service best practices and strategies to stand out with extraordinary social experiences.

Noted below are 4 exemplary social customer services best practices to follow:

Reduce Response Time: Brands have gradually improved their total response time by 143% on the leading social network, Facebook, every year. Facebook targets brands with good social customer service and places information on their average response rate and time in the top left corner of the social media profiles. This enables fans to see the true commitment of fan base. 32% customers expect a response within 30 minutes, whereas 42% might wait for 60 minutes, as per research. Taking too long can tarnish brand image.

Having a System: Regardless of the size of your brand, having a social system to address grievances is very important for community management. Have a company-wide document to be handled by any staff member to manage disgruntled consumers on social networks. This creates a cohesive and effective experience for both the parties.

Go Beyond the Brand Pages: Setting up Google Alerts for keyword related to your brand can help you venture out of the brand page. You can receive daily mails on user response related to your brand. You can also invest in social media monitoring tools, which helps you track hash tags associated with the brand.

Be Social: While customer service is usually a corporate approach, being more sentimental with complaints can help. Social media creates an opportunity for brands to show who they are exactly dealing with. Most brands are choosing to be informal and using sign off messages with names or initials, thus offering faceless cooperation.

It is very important to be more realistic as well as understanding in your social behaviour. Social customer service is the key to strategic progress. Want to step up your customer service on social media? Discover how Olive Solutions can help you!

Use Twitter as your digital selling tool to drive more sales

The importance of social networking platforms in driving successful day-to-day business is well known to socially empowered sellers. Right from creating fan pages on Facebook to connect to your customers to using LinkedIn for getting to know prospective customers and businesses, you might have done it all. However, how much have you used Twitter to your business’s advantage? These 5 easy ways of using Twitter will expand your business reach and help you engage more customers than ever, thus clocking in more sales.

• Any social networking platform interaction starts with a username. Create a compelling profile that is appropriate for your business and visible to your customer base on Twitter. A suitable username with an effective profile picture and header image will add to your professionalism and preserve your branding efforts. The customers-both returning and prospective are likely to engage in your page and convert into a credible relationship with your brand through Twitter.
• Take advantage of your cover photo on Twitter to promote any new product or service. A suitable header image along with an effective cover photo can speak volumes about your business. Any upcoming contest, price promotion or product introduction can be affected through these. Twitter allows pictures of resolution 400x400 pixels for profile pictures and 1500x500 pixels for header images. Anything that does not fit into these dimensions is automatically resized by Twitter and used.
• The correct use of economically permitted 140 characters can heighten the interest of your customer in your business. Use only related information that would convey your business’s USP, any new product launch, exciting offers or any other interesting statistic that would intrigue your customer base and compel them to visit your website.
• Twitter is the perfect medium to start countless conversation threads on unlimited topics. Identify your target customers by using Twitter’s search function and enter relevant keywords to find relevant videos, companies, tweets, news and accounts to engage.
• Staying on schedule and being responsive is a great way of directing customers to your business on the website and driving in more sales. Tagging colleagues with domain experiences can help in closing the deal and affecting the sale more quickly than expected.

It is exciting to know that at least 50% of technology companies use Twitter to acquire customers and at least 74% of people follow Twitter to get updates on products, businesses and services. Twitter is, thus an effective social platform to drive in more sales. Hence, hire our experienced social media marketing professionals to ensure the best exposure for your brand online.