Customer Service and Social Media – What You Need to Know

By Small Biz Diamonds, Business 2 Community:

Social media has made it possible for businesses to directly connect with their target audience and customers on a constant basis. Because of the ease of communication, your business will get a lot of valuable feedback from fans that you might not have otherwise. More people will speak up, and some of those people will have customer service requests for you. Here are some things you need to consider when it comes to customer service and social media.

Speed

When your customers contact you via social media with customer service-related issues, it’s because it’s easy and because they want a quick response. If they don’t get a speedy reply they might feel ignored. When you have more than one customer service issue to attend to, this doesn’t mean you always have to prioritize social media requests. You should, however, always respond as soon as possible if only to let the customer know that you’ve seen their post or received their message and are working on it.

Public vs. Private

Customer service requests that are posted onto your Facebook wall for all to see need to be taken very seriously, even the smallest… Read more

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