- Present the human side of your brand
As a human tendency, people prefer communicating with other people rather than with a company. The businesses should adopt more personal and empathetic approach in their responses to the customers. Social media enables you to establish direct connection with users in a conversational way.
- Respond quickly to customer
A recent study suggests that almost half of the consumers complaining on social media expect a response within 1 hour on average. Your social media team should focus on generating the first response within minutes. Although, all the questions or complaints cannot be answered right away or may need to shift the conversation to different channel due to various obvious reasons, it’s important to acknowledge the customer as quick as possible and provide a time frame.
- Select the right channel for conversation
A customer with negative experience wants to be heard and uses social media for venting out his emotions. Generally, it is best to respond to the issues raised by the customer on the same media. However, some issues may demand communication to remain es may demand communication to remain private. By doing this, you are not only helping other users with similar problems, but you are also showing people your ability to handle crisis and that you are trustworthy.
This practice, in most cases, will witness customer returning to the social media with a positive review about your brand for others to see.
- Always be ready to provide advisory & refer to your brand
While responding to customer’s issues, make use of references to your website, blog, research findings etc. to provide detailed information. This will encourage more engagement and brand references, which in turn, can help improve your brand visibility and search engine rankings.