Bad customer service can be the death knell of any business, including yours. When someone receives poor service, the first thing they usually do is swear not to do business with that company again. Today, they will generally take to the Internet, namely social media sites, to vent their frustrations as well. Bad press on the web can happen to any business, but the thing that makes a difference to the continued success, or failure, of the company is how they deal with the customer’s complaints. Social media can be a great help when it comes to providing excellent customer service to customers. Here are some tips that will help your business excel.
Create an App or Tab
Your company can, and should, create a special tab or app that deals specifically with customer service problems. Customers can go there when they have questions and concerns, and this helps to keep them off the main page. Of course, not all customers will know about this feature on your page, so you still need to monitor your reputation on Facebook, as well as other social outlets.
Look for Issues
As mentioned, you need to monitor your reputation. Look to see what people are saying about you on Facebook. If they have problems, then you can step in and try to resolve them, or at least send them through the appropriate channels. Sometimes, you might not find customer care issues. You might find people talking about the things they like or dislike about the company. This is good information to have. You can use it to inform decisions you make later. For example, if you find a number of customers who mention they do not like a certain product you are carrying in your ecommerce website, for whatever reason, it might be a good idea to reexamine carrying the item if it is not a huge seller.
If you want to engage with your customers and take care of their issues that they present on Facebook, you cannot be silent. When they leave comments or ask questions, you can’t ignore them or forget to answer. You need to respond quickly, and you need to be careful of your answers. Give people a personal response, and always avoid conflict and confrontation with the customers. Companies that come down on customers never look good, and that could actually turn a number of your other customers away.
When you create a good and open community on your social networks, you will find that most of your customers will be respectful when they communicate with you. When they have issues, it simply means they are frustrated and need your help. Good companies are able to provide it and make social media work even harder for them.
If you need help with your ecommerce website, your online inventory management software, or your customer care, it is important to find the right tools to help. Appath has the experience, the tools, and the knowhow to ensure you are able to stay on top of every aspect of your business.
Customers who have issues with your products or services may decide to reach out to your company through social media. If they do, it is important for your company to respond quickly and appropriately to the questions or concerns. Companies who ignore their customer complaints and their online reputations will find that they lose customers readily. Take the time to monitor your Facebook Page and always respond to customers who have issues without getting into a conflict with them. Arguing with a customer on FB or any other social media site is even worse than ignoring the customer. Learn to manage your customer service the right way.