The world is a global village where everything is connected and centered around social media. Platforms such as Facebook, Instagram, LinkedIn, Twitter, and Snapchat have become significant communication sources and information for customers, clients, and businesses worldwide.
While the world uses social media channels for different purposes, such as entertainment, education, retail, and commerce, for businesses, it becomes crucial to improve their customer experience.
Just like a coin has two sides, social media has good and bad sides. The latter primarily involves negative feedback and comments. Not only this, but because the world of social media is vast, customers have choices, and they do not take a minute to move from one business to another.
When the competition is cut-throat, it becomes imperative for businesses of all sorts to make a fool-proof plan for customer experience management. The figures say that about 90% of people believe that customer service is vital in choosing a brand.
About 89% of respondents want to provide feedback. By the above figures, we understand that customer experience matters to both the parties involved, i.e., customers and business owners.
This blog will look into ways to improve customer experience using social media channels. So, let’s get started!
Tips to improve customer experience through social media
See what your customers want!
Understanding customers' needs are essential. The best part is that you will find and get to know what customers want through social media. The online behavior of customers says a lot, like businesses, can learn about the customers’ pain points and their issues. They can know their likes, followers, etc.
In this way, businesses get to know their customers better. A quick search on Google can provide you with enough information on what is being asked about your brand, product, and services. You can also use dedicated software to track the questions people ask about businesses. Also, learn about your target audience and look into the following factors:
- Who do they follow?
- What are their interests and their problems?
- What is their online behavior?
- What kind of solution are they trying to find?
Another factor that you can consider is negative feedback. Critical insights are a great way to unlock the requirements of customers. After knowing your customers well, it will become easy for you to formulate strategies.
Leverage customer insights regularly!
Another significant part of social media is that it provides your business with key insights like what works and what doesn’t. After knowing such details, you can also connect with the customers on a personal level, conduct thorough research, and gain a better understanding.
After all this, you can coordinate your social activities according to the time your audience is usually active. In this way, you will be able to increase engagement and also promote products and services.
Respond as soon as possible and offer instant support
To improve customer experience, you must support your customers 24/7 on all social media channels. Managing all the profiles can get difficult. To stay hands-on, you must use smart social media marketing tools like Statusbrew.
By using a comprehensive social media management tool like Statusbrew, you can provide a good customer support experience. You will be able to respond quickly on all profiles just from one dashboard. Not just this, there’s a lot more that you can do by using an online reputation management tool.
Stay grateful to your customers
Thank your customers when they reach out to you through your social media profiles. Thank them even when the customers reply to your posts. As per human psychology, people want to be appreciated.
They want to feel valued. This holds true even for customers who are on digital platforms. You must find novel ideas to appreciate your customers even when they drop a negative comment.
Here’s what you can do:
For instance, if your customer leaves a negative comment saying the food was overcooked. Then, being a business owner, you must reply to that comment saying the following:
“We appreciate your feedback. Thank you for coming over and giving us a chance to serve you. We will look into the feedback given by you.”
Such instant replies show authenticity and build trust. Being grateful to customers is one of the best approaches to improving customer experience by using social media.
If the customer leaves positive feedback, mention their name, tag them, and thank them. After that, you can engage with them on every post or tweet they make. This is one of many efficient ways to enhance the quality of customer experience through social media channels.
Personalize the approach toward your customers
It is convenient for customers to connect with a brand or a product that resonates well with their requirements. Learn about the insights you gain through research and generate targeted messaging that fits the ideal customer profile.
Here’s how you can do it:
You can post customer experiences and their stories for a more tailored experience and build a brand beyond social presence. Break the boundaries! Connect with your customers on a personal level and see how it makes a great difference.
Do not entertain spam!
Your business’s online presence will directly contribute to building a strong brand. But at the same time, it is also important for you to maintain a fair balance between marketing and improving customer experience.
Make a concrete plan to prevent yourself from going overboard in your approach.
Here’s how you can do it;
For instance, you must decide the best time to post on Instagram, Facebook, and other social media channels. Remember, you can post the content whenever you want, but make sure you reply in a proactive manner.
Your aim should be to add value to your customers through every post, query, and comment you add. Build your brand personality in such a way that it resonates with your customers and maintains long-term relationships. During this process, remember not to entertain the spam. It can take away your crucial time.
Be thoughtful with your messages
No matter how much your customers like your brand, it does not give you the freedom to flood their profiles with promotional messages. Remember, your customers will like the solution your brand provides to them.
So, make sure your messages are more helpful to them. At the same time, you must give your customers the time to register the content you provide. Do not flood their social media profiles with messages and posts simultaneously.
What customers truly need is interaction with brands that provide them with exactly what they want and also treat them well. To do the same, you would need to update the content plan from time to time. Consider incorporating promotional and interactive content that also adds value.
You must also personalize the content by addressing the customers by their names. For example, write a message starting with Dear Liza, and then frame the content accordingly. Personalizing communication is also essential to enhance customer retention and engagement and adds to brand loyalty.
Use a social media management tool
Using social media management tools is one of the smartest moves any business would make because SMM tools are here to help in many ways than one. Statusbrew, an all-in-one social media management tool, helps manage, publish, engage, advertise, collaborate, and report from a single dashboard.
Statusbrew will transform the way you do your business. Regardless of your niche, Statusbrew will keep your team and clients on a single platform. You will no longer have to manage everyone from different platforms. A single social media tool will be enough for you to take care of comments, feedback, mentions, and post updates.
To keep your business running, providing a great customer experience to current and potential users is important. Also, the process of customer service management must begin with social media profiles.
Staying in touch with customers is one of the many productive ways by which businesses can improve their customer experience. Another important factor is making the best use of social media management tools, as mentioned above.