Customers frequently use social media to interact with organizations whose products and services they favor.
It’s important for brand managers to be aware of their online presence and to use social media to provide customer service. A successful “social service” strategy depends on your ability to recognize and address both positive and negative customer feedback.
How your organization responds to customer complaints and compliments can affect your brand’s image. Here are a few ways to improve how you interact with customers online:
1. Personalize your messages .
Instead of replying to customers with automated messages, use your response as an opportunity to show your brand’s personality.
If there are multiple people controlling your social media or customer service email accounts, have them write their initials at the end of messages to personalize further. This will help to create a real relationship between the customer and your service rep.