Did you know that 67% of consumers have used a company’s social media site for servicing?

AND 33% of users even prefer to contact brands using their social media accounts rather than the telephone.

Providing customer service via social media is a concept known as “social care”. Social media provides an opportunity for businesses of all sizes to promote customer loyalty and even gain sales. As more and more people use social media to interact with companies, ask questions, and voice concerns, the importance of providing excellent customer service is rapidly growing.

Here are some of the best practices for using social media to provide “social care”.

Be plugged in on the sites that your customers are using.

One of the keys to a successful business, is knowing how to effectively manage your time and resources. This is true for utilizing social media as well. If you want to connect with your past, current, and future customers, you must know where they are socializing. Knowing which platforms your customers are on helps you allocate your time and your resources towards the appropriate platforms. For most businesses, Facebook and Twitter are sites that a vast number of their consumers interact. However, there are many businesses whose customers are highly active on LinkedIn, Pinterest, or even Google+. In order to provide social care, you must be able to find your customers first.

Respond in a timely manner.

One of the best aspects of social media, is that it allows for a business to respond to customers in a quick and easy manner. As stated previously, more and more people are choosing to reach out to businesses via social media. Instead of calling and asking for a business’ office hours, they may send out a tweet, making it crucial to respond in a timely manner.

Think of responding to questions on social media as if you would respond if that person called. You want to address the question, comment, or concern quickly to ensure the matter is taken care of. Most of the social media platforms allow you to set up alerts to notify you if someone has reached out to your business on that social media platform. Not every customer comment warrants a response, but dedicating time to addressing important, time sensitive comments is one of the best practices. Remember: time is of the essence in providing social care!

Take conversations offline, if needed.

Providing a response to a negative comment or concern can go a long way for a business. According to research, the perception of a business on social media is determined by other customer comments or reviews. How you address these comments directly affects the way other consumers feel about your business.

If there is a conversation with a customer that is particularly heated, there are many back and forth replies, or sensitive data is required — it is better to take that conversation offline. This means letting the customer know that you wish to have them call you and discuss the issue over the phone. This method can help placate the disgruntled consumer and simultaneously letting other consumers that you’re willing to take the necessary steps to alleviate a situation.

Social media is at the face of your business online. It can be a valuable tool to use to provide quick, effective customer service to your past, current, and future customers. If you’re interested in a social media consultation, contact Jungo Solutions for more information.