People interact with their friends and relatives on social media and save their memories on their profiles. But, that is not the only advantage of social media. In addition to communications, people can get to know a lot of businesses and brands on social media and order their products and services.
Therefore, one of the main reasons that people use social media platforms is to find new brands and start buying from them. As an example, more than 200 million users visit one business profile on Instagram each day. In the best-case scenario, they can even recommend these brands to their friends or relatives and act as referrals for the businesses.
Accordingly, it is important to have a social media customer support strategy for your business. When your customers from social media know that you have efficient customer support, they are more likely to buy from you again. Therefore, you can easily increase your customer retention with good customer support. So, it is all about keeping your customers happy by learning the best ways to extend customer support using social media.
What are the Best Ways to Extend Customer Support Using Social Media?
So, now that we know the importance of using social media for your small business or eCommerce business, it is time to know the best ways to extend customer support using social media to make your customers come back again.
1. Use a Customer Support Tool
Using a tool makes monitoring complaints much easier for you. If you cannot find complaints on social media, how do you want to manage them? The solution is that you should monitor any remarks relevant to your business. So, using a social listening tool is important. This is how you can monitor mentions of your brand by keyword, location, etc.
2. Respond Quickly
The faster you respond to your customers’ queries on your social media, the more likely it is that you keep your customers satisfied even if you cannot do anything regarding their complaints.
So, you must respond to your customers within the shortest time possible.
3. Be Patient and Positive
When your products and services do not work for your customers, they might feel tremendous frustration and transfer that frustration to you through their queries. However, you should not get angry or lose your temper in any case. Instead, you should ask the angry customers to calm down and tell you what the exact problem is. Then you should do your best to manage the issue in the most tender way possible. It is not a friendship or family argument that you say something back in return to defend yourself. It is business! So, you should do your best to tackle the problem no matter how angry the customer is.
Remember that you should always apologize for the lack of convenience of your products or services. This is what your customers will remember about you and you increase the chance of their retention.
4. Solve Issues Offline
Rationally speaking, handling all issues only on social media is not possible. Sometimes you need to solve the queries offline. For instance, some sensitive information is required for solving the issues in some cases. Therefore, trusting the security of social media is a bit risky for protecting that information. As a result, it is better to solve the issue in other safer platforms that are totally under your control or physical presence of the customers or a simple telephone call.
One important thing that you should pay attention to is that you should not just tell your customers to contact you on other platforms or by going to your physical store or your eCommerce website. Because it may sound indifferent and not caring in the viewpoint of your customers. Instead, you should explain to them why they should follow the procedure on other platforms and assure them that everything would be fine.
5. Create Educational Content
Sharing educational content is a way to prevent the overload of queries. Your customers who follow you on social media can see your content and learn how to use your products and services. Your tutorial content can be in a form of a video, text, or step-by-step pictures regarding the choice of the social media for your eCommerce business. So, you can optimize your content for each social media to meet the needs of your customers.
For instance, Instagram is a picture-based social media and goes well with almost any visual content. Hence, you can post a step-by-step tutorial in the form of pictures and ask your followers to slide your tutorial album. If you do not have a large follower base on Instagram you can try a 1000 free Instagram followers trial. You can also use Instagram growth services to grow your Instagram followers organically.
6. Create Problem-Solving Blog Posts
Another way to decrease the number of your customers’ queries is to write blog posts on your eCommerce website that address the most common issues of your customers with your products and services. So, based on the most-reported issues, you can write SEO-friendly content for your website. As a result, whenever your customers face the same problems and they search for solutions on the search engines, they can see your article at the top of the search results. Then, they can read it and solve the issue by themselves.
What matters here the most is the knowledge of SEO standards, search engine analytics like Google analytics, and copywriting skills. Make sure that you either have sufficient skills or acquire them through the available materials.
Creating problem-solving blog posts has two advantages. It can address the issues of your customers and solve them in no time on the one hand, and increase your website traffic and rank in the search engines on the other. So, considering this tip has dual effects for your business, and can leverage it to the top.
Look at how Kikomilano saves its customers who do not know how to apply eyebrow makeup:
When talking about social media, privacy somehow loses its meaning. Extending customer support in social media is important as you do not want wrong impressions for your business. In addition, you want to solve the issues of your customers in order to make them come back and buy from you again. Therefore, learning the above best ways to extend customer support using social media is the best way to meet these goals. Wish you the best of luck!
I am Parichehr Parsi, a born writer, and a freelance copywriter in the fields of travel, fashion, and Instagram marketing. I currently write for DMPro, Realtormate, and online magazines in Italy, and I love reading, writing, and researching. Find me on LinkedIn!