How to Provide Customer Service with Social Media
If you have a brick-and-mortar store, you’re familiar with providing customer service to people who walk through the front door. Creating a pleasant display, greeting them as they enter, and helping them find the product that meets their needs. But can you create this same level of customer service in an online environment? Thanks to social media, you can.
1. Pay careful attention to design.
Just like a storefront or product display sets the ambiance for a shopping experience, so too does the design of your website. A bad design can send a prospect running for the door.
2. Be sure to greet your customers.
Make that home page all about your customers. Ask yourself, what would they want on the home page? Where would they go first? Make sure that the paths to important information are easy to find.
3. Create a dialogue with your customers.
A blog is a great way to show customers and prospects your personality. How many times have you gone into a cafe with average food, just to stay for the ambiance and the hostess who always knows your name? Sometimes the reason consumers stay with a business is based on emotion. Attempt to connect with them. Remember – a dialogue also involves you listening to them!
4. Provide them with the information needed to make a decision.
Reviews of your services or products provided by third parties is a great way to validate your website information. Provide expert insight from a recognized name to enhance your services. If you are a nursery – ask one of your local master gardeners if they would like to have a weekly spot on your website. Also, be sure to give them access to all of the information you have. Not sure how to write it out? Find out what the company says about the product and ask if you can utilize their creatives.
5. Say thank you, and make it easy to “Come Again Soon.”
Sometimes you only get once chance to hook a prospect. What happens when they’ve Googled 10 other people in your industry? Will they necessarily remember how to get back? Using a social media service such as Facebook, Twitter or even an eNewsletter allows them to easily store your information in a format they use. Providing these options shouldn’t be seen as a way to “gather fans” – but as a service offered to your customers.