CAN WE DO WITHOUT SOCIAL MEDIA FOR CUSTOMER SERVICE?
RETHINKING CUSTOMER SERVICE IN THE SOCIAL MEDIA ERA
The use of social networks always growing, and more and more companies use these platforms to highlight their products and services, however, in addition to being an exceptional showcase to promote your activities, social networks are also real assets to develop your customer service (or to complete it) and to connect more with your customers on an ongoing basis. Focus on the importance of not neglecting your business intelligence and overview of the tools offered by Facebook and Instagram to help you improve your company’s customer service and develop your customers’ loyalty by a production company near me.
CUSTOMER SERVICE 2.0 WITH FACEBOOK COMPANY PAGES
Although promoting your business via a personal Facebook page is sometimes relevant, in most cases, business pages will be much more suitable for a company’s presence on social networks allowing a host of opportunities. With the Facebook business pages, you can consult the statistics of each of your actions, study your subscribers (fans) and see what they like. Thanks to this monitoring, you can better define the type of content of interest to your customers, the days and times when your fans are most present online and offer ever more adapted and relevant publications.
On social networks, having consistent content that will meet the expectations of your fans is essential. It will intelligently reach your customers and make them identify with your brand more easily. In addition, as we often mention, Facebook offers us several other tools, going beyond simple publications, to facilitate communications with your customers daily. Let’s look at the new features for this purpose.
FACEBOOK INSTANT MESSAGING
The instant messaging feature on your Facebook business page allows you to develop a direct relationship with your customers. A simple and effective way to quickly respond to any questions or dissatisfaction of your customers (you still must be assiduous in the answers and have a very short response time). It may seem tedious to respond to messages from all its customers, but it is worth it. Consumers feel more comfortable with instant messaging because it is a direct way to get in touch with a person without having to go through a call center.
The most frequent messages are often simple questions such as opening hours. Making a reservation, how to find a product, etc. Or the expression of various opinions (which is worth gold). You must take advantage of these messages to build. Customer loyalty and support them in the process. Of buying or obtaining your service. A customer who feels listened. To will have a much easier time making a purchase and above all. Will surely be much more loyal to you. According to a study by Facebook,53% of people are more likely. To make purchases from a business they can contact directly by email. Above all, don’t be afraid to reply to negative messages. We also recommend replying to all messages, not just those that are positive!
The support behind the response to the messages is often more personalized, it allows consumers to obtain information or respond quickly and therefore facilitates their purchasing process.
Recently, Facebook developed a messaging tool to facilitate the sorting and organization of messages received via business pages. Thanks to the “Pages Manager” application, you can consult your Facebook messages and respond to Facebook and Instagram comments directly from the application. This feature allows you to save time by using the same platform to communicate with your customers. You also have the possibility of classifying received and answered messages by adding filters according to keywords, thus making it easier to find conversations.
This is particularly useful when receiving many messages. With this feature, you can categorize and prioritize messages to be more efficient. You can also select actions to take with a customer (unwanted, read, unread, follow up, done). This new tool is complementary to the new Facebook messaging service where you can also classify conversations according to the status of the appointment (confirmed, pending, etc.).
MAKE AN APPOINTMENT VIA FACEBOOK
Thanks to the Facebook Messenger service. Your customers can now book an appointment with you directly. From the messenger conversation tab of your business page. For this, it is enough that your client asks you to make an appointment with you. Messenger will automatically offer you to save the appointment in your Facebook calendar. With this feature, you can easily schedule reminders so that you and your client won’t forget the appointment.
The other advantage is interactivity. The functionality facilitates the process by clarifying in a tab. Apart from the messages, the time, the date, the place. And the specification of the appointment. You can make your customer choose one of your points of sale by entering Messenger. You can then automatically offer appointment times according to calendar availability. Through ease of use and accessibility, instant messaging is a real asset in a customer service strategy. They logically complement other services such as comments for example.
COMMENTS ON FACEBOOK AND INSTAGRAM
Reviews are a goldmine for a business. They not only allow you to have feedback on your publications. But also to be able to respond directly to people who have commented. Comments are also a space for sharing. Today on Facebook or Instagram, it is classic to “tag” a person in the comment space to share a publication. This allows you to measure the enthusiasm around your content. Some comments are addressed directly to the company. It is important to answer them to show your commitment to your customers and your fans through the video companies near me. Do not be afraid of negative comments, because by responding. To them you show the seriousness of your brand and you can, if done well,
WHAT ARE YOU DOING TO IMPROVE YOUR CUSTOMER SERVICE?
Social media have become essential to customer service. They bring great added value to customer relations. And allow you to survey them. However, social media is diversifying. And becoming more and more complex. So it is essential to define. A social media strategy including a customer relationship component. To be prepared for all eventualities and opportunities!