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Week Four Social Media Series: Which Social Media Sites Should I Use for My Strategy? Part Two: Customer Service Improvement
This week we’ll offer viable social media sites and platforms you can use to implement a customer service improvement strategy. (We’ll be sharing the same type of information for the remaining example social media strategy—networking—next week).
Disclaimer: What follows are only suggested sites and/or platforms, and ways of using them. There may be other platforms that can work just as well—or even better—for your business and needs. All sites and platforms mentioned below work toward the goal of improving customer service by being able to respond online to customer issues.
- respond to the user as quickly as possible. Even if you can resolve a problem or situation immediately, acknowledging the user and letting them know you have heard them is key. Try not to let a tweet go unanswered for more than an hour.
- be friendly and relatable in your approach; the goal is for the customer to feel like they’re having a face-to-face interaction as much as possible
For power users of Twitter, TweetDeck is a downloadable application that lets you monitor and manage several Twitter accounts at once, as well as receive notification alerts for new tweets. With TweetDeck, you can boost your use of Twitter and therefore better handle multiple accounts and multiple customer issues.
Skype allows you to make voice and video calls and chat over the Internet via instant messaging with other users (your customers). Users can call your online phone number and you can answer the call on Skype.
- give real-time demonstrations to new or existing customers
- provide real-time technical support
- allow customers to show you—via video call—the exact issue they might be having with your product, so you are more apt to find a swift solution for them
The information we gave you here should give you a running start to implementing a customer service improvement strategy.
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