How do Social Networks Help to Improve the Quality of Customer Service?

Social networks are a great opportunity to quickly answer customers’ questions, process new applications, help find answers to new customers’ questions and work with the loyalty of current customers.

Every day, people spend a significant part of their free time in social networks – a fact that has long been known and confirmed by many studies. And in social networks, now, you can solve almost any issue related to interaction with companies.

For comparison, did any of the readers still find the times when people got into a car or bus to find out how to place an order in a store and went there to talk to managers?

Today, going to the site or social page of the brand, to learn the necessary information will take only a couple of minutes – without leaving your home or office. And, it is possible to make an order at once and make a delivery!

Every year users get used to the fact that social networks are not only for communication with friends but also, in fact, the market environment. People are accustomed to the fact that you can make an order or ask a question without going to the site and writing to the community of the brand. It is also easier for companies in the social media ecosystem to build a dialogue with their customers.

Brands have great opportunities for optimizing the way they do business: social media are often the basis for company support. It’s a great opportunity to quickly answer customers’ questions, process new applications, help find answers to new customers’ questions and work with the loyalty of current customers. It’s possible to connect your eCommerce with social networks with the help of Mageworx company and it’s extensions.

How can the creation of a social network page help in working with clients?

Any social network is a huge database of your clients. For example, knowing only the Facebook profile, managers of the company can easily learn the necessary personal information – from gender and age to interests and date of birth. In this case, there is no need to have a personal dialogue with the client – users themselves indicate everything you need on their personal pages.

Why do you need to use your customers’ personal data from free access to social networks?

Firstly, it will help you to analyze the real target audience, segmentation of your clients into groups, without resorting to hundreds of surveys.

Second, it will allow you to build additional communication with your customers, for example:

Celebrate their birthdays (because almost everyone on social media sites has a birthday).

Create trigger mailing lists for common holidays.

It is difficult to imagine any channel for easier and more convenient communication than social networks. And the above-mentioned mechanics work really well to increase the loyalty of users to your company.

By the way, it is also possible to celebrate the Birthday of subscribers in public: to do a post in which to celebrate birthdays directly in the community of the brand. Then birthdays will be doubly pleasant for the subscribers, and other subscribers will be able to join in the congratulations. And if birthdays also receive a gift, for example, a discount for the next order – you can wait for a very good conversion into a purchase without additional investment. This is a great way to turn “just a subscriber” into a “client”.

Technical notifications and news

In addition to daily content, it is important to publish current news and notifications on the pages of the brand.

For example, if the site is planned to work and it will be unavailable for some time – be sure to warn customers about this. Also, it is worth writing about the change in the schedule of your work (especially for institutions working offline) – in social networks, users will see this message faster than they will read the letter by e-mail and much faster than in the news block on your site.

By using this type of notification, you will significantly reduce the number of negative feedback from customers who have not been warned about such situations.

Working with comments

The main link of communication with users on the pages in social networks, in addition to personal requests of clients, remain comments.

Thanks to recent innovations, Instagram, Facebook, Twitter now use “tree-like” comments (you can not just write a comment, and respond to others, thus creating separate “branches” of the dialog). With this update, however, the work has become more convenient and productive – you can arrange discussions with several users at once, to conduct several discussions under one post at once, each in its “branch”.

Comments allow collecting feedback from subscribers, which is an integral part of well-structured client service. By the way, we have already written two useful articles about working with comments:

If the brand maintains pages in different social networks, has a technical base to work with them, actively communicates with its users, collects feedback, provides quality support and promptly solves problems – customers will be loyal to the company, open for communication and new mutually beneficial offers.