Using Social Media for a Better Customer Service Experience


Social media has come a long way over the past decade. What was once a hub for high schoolers posting online thoughts or exclusive for college students with a valid university email address has now become a common form of communication for just about everyone middle school aged or older. So, when it comes to customer service, brands now expect their customers to visit their social media page to request responses to their biggest questions or problems.

And, brands that have been slow to the table have found that customers are demanding they catch up to the current trends or lose out to the competition. In a survey by JD Power of over 23,000 online customers, 67% said they had contacted a company via social media for customer support issues. More than that, Convince and Convert reported that many users (42%) expect a response to their social media support questions within the hour and believed the response time should remain the same even after business hours and on the weekends.

Brands used to take at least a business day or two to get back to their customers by phone or email, but things are changing rapidly with new modes of communication. With new marketing tools, like automated posting platforms and text marketing software, users are expecting brands to connect with them on a personal level.

Pick Good Platforms for Your Brand

You don’t want to get caught spending your valuable content learning the ropes and crafting content for a platform that doesn’t really appeal to your target audience base. Choose platforms that are best for the kind of content you are going to offer, the type of buyer you are addressing and the type of brand persona you want to portray.

While LinkedIn is much more serious and business-oriented by nature, Pinterest is all about inspiration and image strength. On the other hand, Twitter offers a good place for quick, public thoughts and Facebook is more about building relationships through a variety of posts that contain images, content blurbs and links.

You will want to find out where your customers and social media influencers are, and not just assume a specific platform is best because you like it or know it the best.

Monitor Social Chatter

Social listening helps you discover where your audience is spending their time and understand what is being said about your brand, products, employees, competitors or industry. Social listening tools will help you pick selective keywords to find the conversations that matter to your brand. You might find that many conversations are public ones where you can jump in with your professional account to offer genuine care, honesty and helpful solutions that show just how customer-minded your brand really is (but be careful not to intrude on personal conversations).

Publish Solutions

Social listening and your customer service team are two great tools to help you really round out your content marketing strategy. Find out what questions or concerns are being raised by multiple users and then respond with your content. Good customer service content can then be promoted by your social media pages and specifically provided for users if they reach out with that problem or question (saving your customer service team time and showing professionalism).

Chances are, if you know for a fact that a few of your viewers are struggling with an issue, then there are probably several more who just haven’t reached out about it and your content may provide a simple solution for them.

Offer Text Messaging Assistance

Many brands will ask users to email them about specific issues with a product or service when they reach out on social media, but email can be a bit clunky. Consider offering SMS messaging as an option to help your users get the help they need in a faster and more convenient way for them. Since many of your users are probably using social media apps on their phones to contact your brand in the first place, offering them the choice between connecting with a customer service rep through text messaging can feel really convenient.

You can then transition a positive customer service experience into your SMS marketing content to cultivate your lead or build a stronger relationship with your customer.

Author Biography

Sophorn Chhay

Sophorn is the marketing guy at Trumpia, the most complete SMS software with mass sms messaging, smart targeting and automation. Jumpstart your business by grabbing your free copy of his powerful Mobile Marketing Success Kit. Watch Trumpia’s 5-Minute Demo on how to execute an effective mobile marketing strategy.

What You Need to Know About Blog Design to Establish Your Business

blogSo, you are trying to establish your business by connecting to people on the internet. One of the best ways of connecting to others is through a blog. But, what draws people in?  Many love to read blogs, it is a very popular thing in today’s world. Here we will discuss what you will need to know to start your blog.

Firstly, find out which kind of audience you are looking for. You should know your specific targeted audience that you should write for. If you know who your target is, then you can write about what they want to hear about. Or, you can gear the outlook into things that they will want to see. To state the obvious, if you are a sports blog you do not want to write about dining. Stay consistent with what your subject is supposed to be. Also, have specific articles about certain subjects. That way, if someone searches for a specific question your article has the chance to pop up as a recommended article. Once people see how helpful your article is, they may save your blog for future references.

Next up is the design. You want to make the design visibly appealing for your audience. You do not want bad colors or a chaotic structure. If your blog is visibly appealing, then the audience is more likely to read it. If you do not have structure or order to your blog, then your readers will quickly lose interest. Be sensible with your color choices. You do not want a whole bunch of bright colors that clash together. Too much color can be a bad thing. So, do not overdue the color scheme.

Pictures. While this may sound silly, people do appreciate pictures, but not overly done pictures. There needs to be a reason for each picture that is put on your blog. Just a few pictures could be helpful. For example, if you are doing a blog on: The Mechanics of Throwing a Perfect Spiral. You may have a picture or a football, and where you are supposed to hold it. Or maybe the position of your arm when you are supposed to release it. With every picture you use, make sure it makes sense. To continue my example don’t put a picture up of some random stadium. There needs to be a reason for everything that you put up on your blog. Pictures can be very helpful for your blog, as long as you do it in an appropriate way.

Overall, as long as you try to make everything have a sense of purpose your blog should be fine. You need to put the time and effort into your blog to make it successful. There is a lot you will have to do in order to get the readers you want to help establish your business. But, if you can get the readers, then you will be able to start getting the business to your website and to your products.