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Social Networks are Also a Customer Care Tool

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Social Networks are Also a Customer Care Tool

When we talk about social media from an internet marketer or business owner’s perspective, it is expected that topics about advertising, sales, promotion and marketing would be at the forefront. And yes, this is logical and there is nothing wrong with it. After all, the main reason why business owners are on Facebook, for example, is to promote their business and not waste their time playing Farmville or sharing pictures of funny kittens.


But a social media page can be a whole lot more than just a channel that can be used to get more sales. It can also be a very efficient customer service tool for many businesses. The problem is that not all businesses seem to realize this. A study conducted recently shows some disparities among industries related to who uses social networks to respond to customer inquiries, comments and complaints on social media. Telecommunications firms, such as large cell phone and internet providers, had relatively high response rates, meaning that they took the time to respond to users who posted something on the page of their company on Facebook, with response rates around 60%. Consumer goods and electronics companies didn’t fare as well, having an average response of 20%. Ironically enough, media companies, whose business is all about sharing information, only responded to public posts about 5% of the time.


No matter what industry you are in, responding to your users on social media is important, especially if a user expresses a concern that needs attention, or asks a question about your company or its products. Social media is not just a sales channel, but also one where you can interact with customers, potential customers and the general public at a customer service level. Doing it is actually quite simple. You can respond to the post if appropriate, provide a link to the answer on your website, or contact the user by private message in order to discuss things privately if it involves something that is specific to their case. Avoid standard, boilerplate responses, however, as they give a “robotic” feeling to those who see them. Therefore, instead of saying “please contact our customer care department at 1-877-YOUR NUMBER”, you can post “We have sent you a message to better address this matter. Bob Parker, Social Media Department, ACME Corporation”.


Failing to properly deal with customers who interact with you on social media can give the wrong impression of your business and potentially damage your reputation, as it can make it look like you’re only interested in using the internet to get sales, but not to actually help your customers when they need you. While you may provide customer support by various channels already, such as telephone, live chat, email, etc. you will need to see social media as an important extension of your service department. If your business is relatively large, you can assign a team of employees whose job is to monitor your social media pages for any feedback from consumers, then respond to them and escalate internally as necessary.

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