Social Media is a two-way conversation



By Rosie Thompson

One of the main reasons why social media is a crucial part of a brand’s marketing and communications strategy is that it allows you to have genuine two-way conversations with your customers.

Your brand’s social media platforms (ie. Facebook, Twitter, Instagram), allows you to have 24/7 access to your current & potential customers, and instantly communicate with them.

With this in mind, it is important to remember that most of the communication you will have with your customers is public. This is why it is extremely important to have a clear communication strategy, clear customer service escalation process and consistent social voice.

Our friends over at Mashable have compiled a list of tips for mastering your brand’s customer service using social media.

  1. Your customers are not your BFFs. There is a fine line with community management, be pleasant and helpful but not overly friendly.
  2. Timeliness is crucial. Ensure you reply to all enquiries as soon as possible, you cannot wait days to get back to people.
  3. Carefully consider hiring choices for social media positions. Whether you do this internally, or use an agency, it is important to ensure you have someone qualified for the role – a fresh out of school employee won’t cut it.
  4. Take heated conversations offline in a tactful manner.
  5. Use CRM software, but don’t rely on it 100%. It’s important to keep a human eye on your social too.
  6. Customer service is not the same as crisis management – have a game plan if any crisis were to show up.
  7. Show your human side. While we don’t recommend being too chummy on your brand’s social, it is important to remind your customers that real human is on the other end.

A final pointer that we think is really important is having a clear social brand voice. This is important not only for the strategists and content creators, but also the community managers and customer service team. For example, does your brand say “hi” or “hello”, do you use exclamation marks or full stops, do you  sign off using your name or brand name…

Want to read more about these tips with some examples? Click here to read Mashable’s tips in more detail here.

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