“Out with the old and in with the new” is not only a nice idea, it’s necessary for your business to survive. Traditional cold calls and paper marketing were once great, but they won’t earn your business many fans in today’s competitive digital atmosphere. If your business isn’t on social media, it (virtually) doesn’t exist.
Social media is a fantastic tool that allows you to build relationships with potential clients and provide customer service in an entirely new, more efficient way. Many companies have entire digital teams dedicated to answering questions and solving problems that customers post on social media. So, why should your business get involved? Here are 5 reasons:
- You’re expected to be available 24/7
Unhappy customers don’t want to wait until the next available business day, or send an email through an impersonal contact form, or even wait on hold when calling a customer service line. And that’s the beauty of social media; they don’t have to. Customers increasingly expect immediate answers when they complain on social media, so your business needs to meet their expectations to save face and turn negative experiences into positive ones.
- Social media is social
Customers follow you because they want to connect with you; it’s as simple as that. If you’re not connecting and answering your customers via social channels, there’s no point in signing up for them. Customer service via social media provides that personal connection that all humans crave; one person asks a question, another person answers. It’s real, social customer service. Keep in mind that active social media users likely have many followers and can be extremely advantageous to your brand if you respond to them in a prompt, helpful way.
- You give customers a voice
When a customer has a complaint or something positive to say about you, chances are they want to be heard. Social media allows them to express themselves directly to you, with the expectation that you will read and respond. Anyone who looks at your company’s profile on social media can see how you’re answering questions and what other people are saying about you, and it’s important to stay involved with that conversation. Customers with positive customer service experiences are also more likely to become loyal customers.
- You encourage brand mentions
Social media not only allows your customers to talk to you, it also encourages them to talk about you. Customers can easily tag you in a post and share their experiences with their followers, and you can sit back and enjoy more visibility just by being present online. Remember, it’s important to make your profiles easy to find, because customers aren’t going to spend time searching just to mention you correctly.
- Your competition is (probably) already there
Social media is always growing, and businesses are adapting to grow with it. Having social media allows you to even the playing field with competitors, even if they have more funding than you. Social media accounts are free, and you don’t want to fall behind and miss out on opportunities just because you’re not online. It doesn’t cost anything to set up an account and respond to your customers, and your competitors are likely doing the same thing. As a business, you constantly want to be ahead of the game, and you’ll need a social media strategy to get there.
Social media can be overwhelming at first, but remember that results take time. If you meet customers’ expectations and connect with them, respond to them, and help with their inquiries via social media, you will grow your brand and create a strong online presence.