How to Deliver Outstanding Customer Service With Social Media
1
VIRAL CHAT #VIRALCHAT WITH HOST @POSTPLANNER AND SPECIAL GUEST MARSHA COLLIER @MARSHACOLLIER THURSDAY, JULY 9, 2015 HOW TO DELIVER OUTSTANDING CUSTOMER SERVICE WITH SOCIAL MEDIA SOCIAL MEDIA HAS CHANGED CUSTOMER SUPPORT. NO LONGER ARE WE BOUND TO JUST TELEPHONES OR EMAILS. THE FIRST QUESTION OF THE NIGHT WAS HOW HAS SOCIAL MEDIA IMPACTED CUSTOMER SERVICE? HOW CAN BUSINESSES USE SOCIAL MEDIA TO SUPPORT OBJECTIVES AND BUILD/MAINTAIN CUSTOMER RELATIONSHIPS? SINCE CUSTOMERS PREFER TO USE SOCIAL MEDIA AS A DIRECT CUSTOMER SERVICE CHANNEL, I WANTED TO KNOW HOW DOES CUSTOMER SERVICE SUPPORT ON SOCIAL MEDIA DIRECTLY IMPACT REPUTATION MANAGEMENT? SOME BUSINESSES JUST DON’T HAVE THE TIME! HOWEVER WITH A TIGHT BUDGET, THEY SIMPLY CAN’T AFFORD TO OUTSOURCE CUSTOMER SUPPORT ON SOCIAL. THE QUESTION WAS, HOW CAN A SMALL BUSINESS MAINTAIN A HIGH LEVEL OF CUSTOMER SERVICE ON SOCIAL MEDIA WITHOUT OUTSOURCING? THE NUMBER OF COMMUNICATION CHANNELS AVAILABLE TO CONSUMERS HAS CONTINUED TO GROW. TODAY WE HAVE FACEBOOK, TWITTER, INSTAGRAM, SNAPCHAT, PERISCOPE, MEERKAT. FOR SMALL BUSIENSSES, IT’S A LITTLE DAUNTING. HOW CAN A SMALL BUSINESS KEEP UP? HOW FAST SHOULD COMPANIES BE EXPECTED TO RESPOND ON SOCIAL MEDIA, AS CONSUMER OURSELVES, I WANTED TO FIND OUT HOW FAST DO WE EXPECT A RESPOND OR SHOULD BE RESPOND TO CUSTOMERS? Customer service via social media empowers business to solve problems on-the-fly and build trust through transparency. Social Media has enabled customer service visible in a way it was not before. Brands now have to deal with things publicly. Social Media has made it easier for complaints to spread, it demands companies to be there. Be customer focused. Be sure your posts are on topicvs that resonate with the brand you are hoping to build. People do business with people they like. By connecting on social, more people may do business with you. Even a small business has someone attending to emails. That person should monitor social mentions as well. From our #custserv chats, we’ve seen that the expectation for small business is a 24 hour window for response. I want a QUALITY answer in 24 hrs. No need to respond shallowly right away. Unless, of course, I’m stuck somewhere As fast as you can. Customers don’t like to be kept waiting. Most probably not more than a day. Focus! Don’t be everything to everyone. Spend the most time where your people are, before you try to grow next platform. Don’t try to be all things to everyone everywhere. Pick channel or two your customer age group will likely use & focus there. You can’t win on every transaction, but by replying on social media it shows that you make the effort. A small business can designate just one person for #socialmedia and remain more consistent. Small businesses may even benefit more by bringing their human factor and continue to be more personable. If someone has a bad experience, there are going to tag you and make sure everyone knows so brand are more conscious now. Be more human! Start treating your #socialmedia profile more like a personal page than your business/brand page. Social is a canary in the mine: If you’re listening, your customers will tell you how to improve & what you are doing right. Customers take a brand’s pulse through their social media networks. Those channels need to be alive with activity. Marsha Collier #viralchat Marsha Collier #viralchat Marsha Collier #viralchat Marsha Collier #viralchat Marsha Collier #viralchat Jeremy Pound #viralchat Dlinkers SEO #viralchat LUCYrk #viralchat Jim Katzaman #viralchat Marsha Collier #viralchat Seth Taylor #viralchat Husamettin Erciyes #viralchat Abel Udoekene #viralchat Priyanka Biswas #viralchat Al Hopper #viralchat MidAtlantic Foodie #viralchat Saul de Jesus #viralchat FreshSparks #viralchat #VIRALCHAT BY THE NUMBERS 2842 TWEETS 5M REACH 107M IMPRESSIONS
-
Upload
post-planner -
Category
Social Media
-
view
66 -
download
2
Transcript of How to Deliver Outstanding Customer Service With Social Media
VIRAL CHAT #VIRALCHAT
WITH HOST
@POSTPLANNER
AND SPECIAL GUEST MARSHA COLLIER
@MARSHACOLLIER
THURSDAY, JULY 9, 2015
HOW TO DELIVER OUTSTANDINGCUSTOMER SERVICE WITH
SOCIAL MEDIA
SOCIAL MEDIA HAS CHANGED CUSTOMER
SUPPORT. NO LONGER ARE WE BOUND
TO JUST TELEPHONES OR EMAILS. THE
FIRST QUESTION OF THE NIGHT WAS HOW
HAS SOCIAL MEDIA IMPACTED CUSTOMER
SERVICE?
HOW CAN BUSINESSES USE SOCIAL MEDIA TO
SUPPORT OBJECTIVES AND BUILD/MAINTAIN
CUSTOMER RELATIONSHIPS?
SINCE CUSTOMERS PREFER TO USE SOCIAL
MEDIA AS A DIRECT CUSTOMER SERVICE
CHANNEL, I WANTED TO KNOW HOW DOES
CUSTOMER SERVICE SUPPORT ON SOCIAL
MEDIA DIRECTLY IMPACT REPUTATION
MANAGEMENT?
SOME BUSINESSES JUST DON’T HAVE THE
TIME! HOWEVER WITH A TIGHT BUDGET,
THEY SIMPLY CAN’T AFFORD TO OUTSOURCE
CUSTOMER SUPPORT ON SOCIAL. THE
QUESTION WAS, HOW CAN A SMALL BUSINESS
MAINTAIN A HIGH LEVEL OF CUSTOMER
SERVICE ON SOCIAL MEDIA WITHOUT
OUTSOURCING?
THE NUMBER OF COMMUNICATION CHANNELS
AVAILABLE TO CONSUMERS HAS CONTINUED
TO GROW. TODAY WE HAVE FACEBOOK,
TWITTER, INSTAGRAM, SNAPCHAT,
PERISCOPE, MEERKAT. FOR SMALL
BUSIENSSES, IT’S A LITTLE DAUNTING. HOW
CAN A SMALL BUSINESS KEEP UP?
HOW FAST SHOULD COMPANIES BE EXPECTED
TO RESPOND ON SOCIAL MEDIA, AS
CONSUMER OURSELVES, I WANTED TO FIND
OUT HOW FAST DO WE EXPECT A RESPOND OR
SHOULD BE RESPOND TO CUSTOMERS?
Customer service via social media empowers business to solve problems on-the-fly and build trust through transparency.
Social Media has enabled customer service visible in a way it was not before. Brands now have to deal with things publicly.
Social Media has made it easier for complaints to spread, it demands companies to be there.
Be customer focused. Be sure your posts are on topicvs that resonate with the brand you are hoping to build.
People do business with people they like. By connecting on social, more people may do business with you.
Even a small business has someone attending to emails. That person should monitor social mentions as well.
From our #custserv chats, we’ve seen that the expectation for small business is a 24 hour window for response.
I want a QUALITY answer in 24 hrs. No need to respond shallowly right away. Unless, of course, I’m stuck somewhere
As fast as you can. Customers don’t like to be kept waiting. Most probably not more than a day.
Focus! Don’t be everything to everyone. Spend the most time where your people are, before you try to grow next platform.
Don’t try to be all things to everyone everywhere. Pick channel or two your customer age group will likely use & focus there.
You can’t win on every transaction, but by replying on social media it shows that you make the effort.
A small business can designate just one person for #socialmedia and remain more consistent.
Small businesses may even benefit more by bringing their human factor and continue to be more personable.
If someone has a bad experience, there are going to tag you and make sure everyone knows so brand are more conscious now.
Be more human! Start treating your #socialmedia profile more like a personal page than your business/brand page.
Social is a canary in the mine: If you’re listening, your customers will tell you how to improve & what you are doing right.
Customers take a brand’s pulse through their social media networks. Those channels need to be alive with activity.
Marsha Collier #viralchat
Marsha Collier #viralchat
Marsha Collier #viralchat
Marsha Collier #viralchat
Marsha Collier #viralchat
Jeremy Pound #viralchat
Dlinkers SEO #viralchat
LUCYrk #viralchat
Jim Katzaman #viralchat
Marsha Collier #viralchat
Seth Taylor #viralchat
Husamettin Erciyes #viralchat
Abel Udoekene #viralchat
Priyanka Biswas #viralchat
Al Hopper #viralchat
MidAtlantic Foodie #viralchat
Saul de Jesus #viralchat
FreshSparks #viralchat
#VIRALCHAT BY THE NUMBERS
2842TWEETS
5MREACH
107MIMPRESSIONS
