Here is how you can use social media to improve customer relations:
1-Straight your priorities
Pick your platform
You should focus on providing CRM to followers on the platform which you have the most following there.
- Survey customers to see where they would want to interact the most.
- Find out on which platform would an unanswered negative comment have the most impact.
You should conduct a competitive audit in your niche to create a CRM strategy for your brand.
Create a query network
You should consider multiple factors while ranking your response time:
- Their score
Are they an influencer?
- Social following
How many people will see their comment?
- Negative comments
Try to flag @mentions as positive, negative or neutral.
2-Listen to your audience
Create a social media listening dashboard with related sites and transition to a social media service platform.
3-Respond
- 1% of customers say social media provides the best customer experience for them.
- 29% of customers receive a response while voicing a complaint on
- 49% of customers do not have a positive reaction to the responses they receive.
What should I do?
- Respond right away
- Follow them
- Reply to their posts or tweets.
- Don’t pass the problem on
- Ask for their contact information via private message
- Tell them you have contacted customer service on their behalf
- Follow up with them as soon as the action has been taken
- Give them a timeframe for resolution.
Publicly announces
- Don’t let your last response be a promise to fix the issue, send them feedback
- Leave a reply or comment after solving the problem
- Ask them if you can help them with anything else
- Offer coupons or discounts to please unhappy customers. ( this can boost your customer satisfaction.
Don’t just rely on social media
Emphasize social media as a supplement to traditional customer service, not as an alternative.
Make sure to provide contact information to customer service representatives as much as you can.
4-Measure the effects
Here is a crucial metric for gauging CRM effectiveness
- Percentage of messages that receive a response
- Average response time per message
- Average troubleshooting time
- Percentage of queries managed by social channel
- Changes in customer satisfaction
