August 19, 2016
What should set you apart from your competitors? It is the way you handle responses from your clients.
The way customers deal with businesses are fast evolving. They expect instant gratification through social media services from brands that they’ve subscribed to on their feed. And when that instant response does not come, that can result in at least some negative comments.
Here we take a look at 10 tips on how to use social media to make your customers happy — so happy they’ll vouch for your brand.
1. Be Professional
Arguing on the Internet with a customer will have serious repercussions. It is unprofessional and can tarnish your brand image. Never forget the saying, the customer is always right. Put yourself in the client’s shoes and do what you have to make him or her happy.
2. Pay Attention to Your Customers
If your customers are unhappy, they want to be heard as well. Social media provides the perfect opportunity for them to voice their opinions. Social media will bring a sense of transparency to your current and potential customers. It will help the customers to understand how you handle a particular situation.
Always give enough attention to your customers and listen to them completely before you respond. If you hear them out, they will be confident in how you will respond next time.
3. Be Timely
Replying to a complaint within an hour will increase your value and will guarantee you a response from the customer as well. Your quick action is the best way to receive positive feedback from customers.
4. Apologize and Then Make it Up to Your Customers
If the mistake is your fault, admit it and offer a straightforward apology. Offering a sincere apology will gain you respect from your clients. After apologizing, find a way to make it up to them.
5. Be Like a Friend
Address your unhappy customers like friends: by their names. The Huffington Post says nurturing a friendly relation with your customers is vital. Calm them down by offering them something of value.
Zappos’ response to complaints is an excellent example of how to deal with customers online.
6. Social Sharing
If you are sending an apology e-mail, make sure that the customers can spot your contact details quickly. Remember, to add social media share buttons. This will help the customers in sharing feedback.
7. Add Humor, When Appropriate
If you can add humor at the right time, it will help lighten the situation. This will make the interaction personal as well. Your customers should feel they are talking to a real person and not a just a Twitter handle. This will help in keeping the emotions of the client in check as well.
Many customers are used to replies from companies being copied and pasted from a script. To make the situation more personal, reply to each and every customer differently based on their particular issue.
8. Follow Up
It is your duty to make sure that the issue is resolved by following up with the customer. A phone call or an e-mail will help you find out if the client is satisfied with your efforts. It also will increase the odds of a client being faithful to your brand despite the error.
9. Expect The Unexpected
You should also try to tune into conversations about your brand. Set up a Google Alerts account. Check the social networks, research the best review websites, and visit forum sites like Reddit. This will help you read discussions about your business and make it easier for you to find and rectify a problem even before it is reported to you.
Do not indulge in matters that will hurt your brand image, however. It is illogical to respond to people who just want to pick a fight (such as mindless trolls). Your focus should be on your customers. This move is your trump card. So, play it right.
10. Bridge Offline And Online Services
Social media allows you to give your customers service beyond in-store, thus increasing interaction and loyalty. But, not all problems can be solved online. You should know when exactly to take an issue offline. If your customer is dealing with a very common problem, keep the discussion open. This will save time for you and your customers because it will be easy to address other clients who have the same issue.
But, if your customer is facing a rare problem or a different situation, take the process offline. First, ask the client politely to message the contact details in private. Certain customers might not want all your followers to read about the issue. Solving the issue offline will offer a personalized experience.
The past has already taught us that social networks can either make or break your business. But, it is you who should decide your brand’s destiny by making the right choice. Handling the customers professionally will help you win new customers and turn existing clients into loyal customers.
Susan Smith is a writer at iDigic who mostly handles content related to social media marketing and using the social media platform to leverage brand awareness.