To build loyal customers you need to connect with them emotionally, and there is no greater opportunity to do this than when they are reaching out to you for support. Be it a complaint or a simple question, by being savvy in your social media support is no longer an option…
Three reasons you need to give this kind of support…
Firstly, knowledge . Zoning into what your customers are saying about you online, especially the bad stuff, is golden data to your business…
Look at the frustrated comments…
The technical issues…
The repetitive questions asked….
Then iron out these issues in your online presence/ website/ business to solve or answer these before they stop your market converting. Listening to your most negative feedback and using it
correctly will only ever put you in a stronger position in your market!
Then, satisfaction. If your page is just churning out content organised on Buffer a month ago your customers aren’t going to feel honestly like you are listening to them. Nothing creates
coldhard rage than not being heard.
Studies like Edison’s, have found the number one thing customers want is a fast respond. Companies have to be quick to respond to past customer queries as hot leads. Why? Because loyal satisfied customers will return (then spend more than new clients,) and secondly, support stops things getting out of control. Customers have ALOT more power now, and if you don’t want a trending Twitter rant about your company, it’s important you are online ready to turn an angry customer into a brand advocate.
An easy way to do this is by humanising your brand, people prefer people to companies. Speaking casually, in a friendly voice and even chucking in a cheeky emoji, sets the bar between great customer service and your average call centre.