Take a fresh approach to customer service through social media

Do some research on social media and you will notice that it’s become the top channel for consumers in search of customer care around the products and services they buy, and yet the interesting thing is that only a fifth of businesses actually use social media as part of their customer care strategies. So for proactive and innovative entrepreneurs who want to differentiate themselves by providing a more positive and immediate customer service experience, social media could be your best friend. But you have to give thought and attention to developing your customer care strategy for social media so that it works for you, your brand, and your customers alike. You need to build effective response mechanisms on your various social media platforms such as Twitter and Facebook to quickly respond to your customer messages in a way that is both personal and empathetic. Customer engagement is the key here. There needs to be a customer care fact book developed for whoever is allocated the responsibility of managing your social media activity, ensuring that responses are accurate and consistent. Above all, its about engaging in a proactive and helpful conversation with your customers through social media, so that their experience with your brand is always a positive one.