If this question sounds alien to you, then you may probably need a lesson or two about the phenomenon that has taken the world by storm: Social media. For the uninitiated, social networking (or social media) websites like Facebook, Twitter, LinkedIn, and Instagram allow users to “share their lives” via status updates, photo or video posts, and the like. All this has become so popular that a lot of companies have even used such platforms for their customer service efforts.
Brands like Coca-Cola, Apple, and Nike, as well as retail toy giant Toys R Us each have their respective social media pages. Moreover, they each have a huge fan base or following (Coke, for instance, has around 72,367,077 Facebook “likes” as of last count.) And they all serve as a medium to communicate with their customers and the rest of the world.
The good news is, your business can likewise do the same. In fact, we even dare to say that you should “go social” or be left behind. But before you set up that Twitter account, you might want to take the time to ponder on this statement: it is easy to look good (or bad) on social media). Every move—such as say, a tampered soda can seal,–can tarnish Coke’s reputation among its 72 million Facebook followers. And that’s just the beginning, mind you.
That’s because each and every post, Tweet, and rave or rant is noticed. People don’t only have the “luxury” of commenting on these posts but can even share them with the rest of the social media community. (And it’s a huge community). While mistakes are unavoidable, the trick is to respond positively to these posts (and every post that counts, for that matter). Don’t simply respond—do so as soon as possible.
Of course, having a social media page is one thing; letting the world know about it is a totally different story altogether. Post a link on your website, and anywhere, when you get a chance to do so. This, along with your quick replies, is just a couple of ways that you can look good to the world as it tells the world you’re listening to what they have to say (whether good or not-so-good). In a nutshell, it’s all about practicing and dishing out excellent customer service, albeit on a social media level.
So don’t just create your social media page—do all you can to look good on it. It’s all about making your customer service social.