• Skip to primary navigation
  • Skip to main content
  • Skip to footer
  • Home
  • Advertise With Us
  • Contact
  • Cookie Policy
    • Privacy statement (CA)
    • Cookie policy (CA)
    • Privacy statement (UK)
    • Cookie policy (UK)
    • Privacy statement (US)
    • Cookie Policy (US)
    • Privacy statement (EU)
    • Cookie policy (EU)
    • Disclaimer

TechWalls

Technology News | Gadget Reviews | Tutorials

  • Reviews
  • Tech News
  • Tech Guide
  • Gadget & Apps

Using Social Media as a Powerful Customer Support Tool

Updated on May 15, 2019 by Guest Authors

Social media has provided businesses all over the world with an effective and cheap mode of communication through which they are able to reach out to their customers and market what they have to offer. Social media can be equally useful in customer support as well since it enables organizations to connect with customers, interact with them directly and build relations with them.

Customer support is all about providing customers with information, attention and build a bond of trust with them, companies with capable customer support departments always have a higher customer retention rate when compared to companies that do not focus that much on customer support.

One should not think of customer support as an optional mode of communication, social media pretty much has the same (if not more) amount of importance that telephones and emails had a few decades ago. Many customers prefer to contact companies through social media rather than emails or phones since it feels more comfortable to them, this shows that any modern business absolutely needs to add social media to their customer support mix in order to cater to their customers and keep them satisfied.

Basically, the question that should come to mind when thinking of social media as a customer support channel is not “why?” it is “how?” – How should you listen to customers who try to contact you over social media and how should you respond to them. The benefits of being able to properly utilize social media are many, which is why every business owner should know the basics of social media customer service.

To start off with social media based customer service, the first thing that you need to do is actually pick a social media platform through which you will carry out your customer support functions. There are several platforms out there, each of which has its own list of features, one should keep in mind that there is no “best” platform that you need to go for. A business should pick its social media platform according to its own requirements, and most importantly, it should pick a platform where a majority of its customer base is active. There is no point in having a superb customer support setup on Twitter if all of your customers are active on Facebook.

If you are not sure about your customer base’s social media activities then you can simply ask them through a survey; a simple one-word answer survey sent via email to all of your customers can give you a decent idea on which social media platform will work for you. Once you know what social media platform you need to focus on, you can begin keeping an eye out for customers looking for your help. This does not mean having to sit in front of the computer screen all day long, there are a ton of software that monitor social media activity for you and send you alerts whenever a customer mentions your brand name or your products on the platform. Social media monitoring tools can be really useful in situations where you need to respond as quickly as possible, more advanced tools can even be integrated with a business’ help desk system to automate the entire process of noting customer queries and directing them to support personnel.

The key to making good use of monitoring tools is to be thorough, you should never assume that your customers will mention you on social media in one clear-cut way; spelling mistakes happen, some people might not know your social media handle or something else could go wrong, everyone has their own way of using social media. You should also keep speed in mind, people on social media expect very fast response times, several studies show that customers can become frustrated if they do not get a response within 60 minutes, some customers even expect to be responded to in near real time!

Any business that manages to make good use of social media can retain customers better and even make 20% to 40% more profit per customer, and the best part about social media is that it is completely free!

Disclosure: As an Amazon Associate, I earn from qualifying purchases. The commission help keep the rest of my content free, so thank you!

Reader Interactions

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Footer

Hohem iSteady Mobile Plus Gimbal Stabilizer Review – Upgrade Your Phone Videography On A Budget

Airdog X5 Air Purifier Review – Is TPA Better Than HEPA Filter?

Welock Touch43 Fingerprint Smart Lock Review

HeyChy Deep Tissue Massage Gun Review

Follow TechWalls

YoutubeFacebookTwitterInstagram

Recent Posts

  • Secure Your Home With SECURAM
  • C3STROM ASTRO PRO – An E-Bike with Classic Rebel Motorcycle and Modern Ride
  • Bluetti AC500 & B300S Hit Canada Market During 2023 New Year Sale
  • Hohem iSteady Mobile Plus Gimbal Stabilizer Review – Upgrade Your Phone Videography On A Budget

Copyright © 2023 · All Rights Reserved

Manage Cookie Consent
We use technologies like cookies to store and/or access device information. We do this to improve browsing experience and to show personalized ads. Consenting to these technologies will allow us to process data such as browsing behavior or unique IDs on this site. Not consenting or withdrawing consent, may adversely affect certain features and functions.
Functional cookies Always active
The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.
Preferences
The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.
Statistics
The technical storage or access that is used exclusively for statistical purposes. The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.
Marketing
The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.
Manage options Manage services Manage vendors Read more about these purposes
View preferences
{title} {title} {title}