Customer service tips for your brand

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12 Sep Posted by admin in Social Media | Comments

If you haven’t already developed an approach to service your customers online, before you begin trying to set up accounts on Twitter, Facebook, YouTube or LinkedIn, you must determine the most proactive and reactive customer service strategies in your company’s social media plan.

It is necessary to have a solid approach in place to be able to handle certain situations that could arise which will most likely require traditional customer service techniques as well as marketing ideas to solidify the company’s image.

Engage online. This is part of the two-way communication and “Web 2.0” practices. Reach out to your customers who are talking both positively and negatively about your company and be transparent. Facebook has search features (and apps) to monitor online conversation. Be sure to also monitor what your competitors are saying and how your customers feel about your products/services. Even though you can’t control what people are saying all the time, the next point is a way to help control its image.
Promotions create happy customers. Facebook has numerous apps for promotions and developers can create custom FBML tabs with video embed to create incentives for your company to go viral with great products and winners to spotlight in short video clips or in a winner’s circle commercial style. These are inexpensive ways to generate a positive buzz about your brand and keep customers coming back for more.
Feature your fans. Highlighting those who have been loyal to your business is a great way to pay it forward with social media. Tag mention them on Facebook to give them further exposure and “likes” and @ mention and retweet customers on Twitter. Monitoring your brand on Twitter is a common technique and easy way to see who’s talking about your brand (via hash tag or simply create keyword columns/searches). People like to add those who have been referred to them in a previous tagged/linked message.
Be mindful of your brand. Always think about your online reputation―what the company stands for as the same rules apply even in this new form of putting it all out there. Respect your customers and their feedback; not all situations are the same and can be handled in a simple direct message or “shout” and might require you to take it offline or possibly in person with a follow up visit.