There’s a common misconception that social media is all about followers, liking and hashtagging. But a key use of social media that often remains unutilised is the ability to interact directly with current clients, connect with potential clients and network with like-minded organisations. The largest untapped resource offered by social networks is undoubtedly the opportunity to create an instant and interactive customer services platform.
“Social media creates an instantaneous customer service centre that even the smallest start-up can regulate”
Social networking platforms are fast becoming the new customer service and you only need to look at some of the social media heavy hitters to see why. Take a look at ASOS. This online fashion giant has a Twitter site wholly dedicated to customer service – @ASOS_HeretoHelp. Social media in this format creates an instantaneous customer service centre that even the smallest start-up can regulate, allowing you to immediately update curious customers on new products or respond to general queries.
Not only can social media assist you in quickly solving customer queries, it’s also a crucial tool when it comes to building relationships with clients. The ability to directly “talk” to your customers is an invaluable component of social media sites which should not be passed up by any business, large or small. Social and personalised interaction between you and your customers is what makes your brand personable and more accessible to followers and clients. Clients that feel a personal relationship with your business are always going to hold you in close regard, and are therefore more likely to come back for more business, as well as recommend you to others.
“Effective social media management can ensure that your existing customers are properly looked after”
For this reason it’s crucial to have competent monitoring and management of your business’s social media platforms. Effective social media management can ensure that your current customers are properly looked after while simultaneously forging new relationships with potential future clients.
Social media has the unique ability to foster close and personable relationships between clients and businesses, regardless of the distance between the two of you, so don’t simply ignore this critical customer service tool. Customer service through social media could form a key part of any businesses strategy.
For further information on social media management, contact the U Social Team on 0800 112 3605.