Using Social Media for Customer Service
Monster Contributing Writer
When a customer gets in touch with you to complain, you can try to work things out one on one. But what if that same customer goes online to grumble or whine? It can turn into a disaster for you. Word of mouth becomes word of keyboard, and it can travel fast and far.
Below are some ways that can get you started.
Is Someone Responding To Complaints Or Praise Online?
Once you're monitoring social media, be ready to respond when your brand or company is mentioned.
If you notice something negative written about your products and services, social media can give you a chance to provide your point of view. Try to be authentic and helpful, rather than defensive. See if you can get the dissatisfied commenter to re-try your products. Invite them to test out your latest offering for free or at a substantial discount. Explain why your service level dropped for a while but is now back up to standard.