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Posted on March 5, 2015 by
Customer service on social media might seem oxymoronic, but really the age-old business concept and new-age technological phenomenon are quite compatible. People both happy and unhappy love to talk, and they will often turn to social media to share their experiences about a company. Which is fantastic when customers are happy, but what about when they are not?
When something goes wrong with a product or service, social media may very well be used as a weapon against a brand. Just look at how Iggy Azalea took her customer complaint to Twitter after a Papa John’s deliveryman allegedly gave out her number to a relative.
One tactic is to ignore the negative reviews and hope they just go away, disappear or are quickly forgotten. However, this is a bad plan, no – a really bad plan, as things don’t just disappear off the Internet. When potential customers search for company information, all the good, bad and ugly appears in those search results, so the best approach is more proactive.
Tips to Deliver Fantastic Customer Service on Social Media
Address complaints directly. If the negative commenter is known, contact the person directly and offer to fix the problem. Otherwise, respond to the comment and offer a solution to the unhappy customer, such as refunding their money or offering services again free of charge.
Do searches on brand keywords and hashtags. Routinely searching brand keywords and hashtags related to company products and services allows companies to find complaints posted on various social networks. Responding to those negative reviews allows customers to feel heard and demonstrates the company not only cares but is willing to make things right.
Fix the problem internally. Train staff so this does not happen to other customers. Provide incentives for team members to provide excellent customer service. Teach staff to ask themselves “What will this customer write about me?” When individuals in the company are invested in making sure reviews that mention their personal service are positive, the company and customers benefit.
Gather 4- or 5-star reviews. 4- and 5-star reviews are required to outweigh and overcome 1-star reviews. Happy customers, when asked, are often more than willing to write positive reviews. Ask formally dissatisfied customers to change their reviews or delete their comments. As more good reviews are received, negative reviews have less impact.
Try these approaches to customer service on social media to bolster company reputation both online and off. If negative reviews on social media are a concern, consider getting help from an online reputation management agency or consultant. A brand is worth far more than its weight in gold, so take care of it. Have you experienced customer service issues on social media?
Posted on February 13, 2015 by
Happy Valentine’s Day from Roaring Pajamas!
We have a special gift for the social media fan in your life: Social Media Valentine’s Day greetings! Enjoy and feel free to share across all you social media networks.
Share in the comments which Valentine’s Day greetings you and your social media fan loved the best!
Posted on January 9, 2015 by
Your business Facebook page is one of your most valuable marketing assets. But the game changes quickly, forcing you to change along with it. This list of Facebook predictions and accompanying recommendations will help you up your online game in 2015.
Use More Video
In general, we find that fans tend to favor balanced pages incorporating videos, images, text and links, as well as original and shared content. However, our belief is videos will overtake photos in popularity on Facebook by 2015’s end. Along those same lines, Facebook’s algorithm will show preference for native uploads over links to videos from outside the platform. Accordingly, mastering native video is among the best Facebook recommendations for 2015.
Pay to Play
One of the most assured Facebook predictions is that sponsored posts will become increasingly important in 2015. Facebook is limiting its organic reach more and more, with some businesses already reporting drops to only 1 or 2 percent reach on posts at the end of 2014. Building a community will help with your organic reach, but now you’ve got to pay to play too. Sponsor posts to ensure your fans see them. Strategize about which posts will have the biggest ROI, carefully target your advertisements and push sales and promotions with paid ads.
Promote Less, Engage More
Facebook will increasingly penalize overt promotion in 2015. Avoid this by offering useful, actionable content, interesting facts and moving stories to your fans. Respond quickly to questions, provide excellent customer service and treat your audience like friends. All of these steps will encourage loyalty and help your page build a Facebook community.
Use this New Year as an opportunity to experiment and play with new features. Although call-to-action buttons are rolling out slowly and are not yet widely available, they will likely become a huge trend in the coming year. The new call-to-action buttons will give users options such as book now, shop now, sign up, contact us or watch video.
Experiment with timing and content to really know what works best for your business Facebook page. Vary the time of day you post and the number of times you post the same content. Diversify your content too. Pay attention to what posts and at what time of day give you the most engagement and organic audience reach.
Make 2015 your best online year yet by slashing excuses and dedicating yourself to a truly successful business Facebook page. You’ve heard our Facebook recommendations and predictions, what do you think your business Facebook page will look like by the end of 2015? Leave your thoughts in the comments!← Older posts Newer posts →