Social media is often your customer’s top choice to try and solve any issues they are experiencing with your site or your product. This brings up a few challenges for big and small businesses:
- Customers tend to expect answers right away
- Your leads may give up on your brand if they find your social media channels are stale and inactive
- Those messages are often public, so they can potentially blow up or scare other customers away
Building an effective social media customer support strategy allows you to achieve multiple important marketing goals:
- Build customer loyalty
- Avoid social media reputation crises
- Extend customer lifetime value
Here are five social media customer care you can use to improve your team efficiency and build customer loyalty:
@Paper_li‘s a tool that makes it easy to monitor and distribute content via online newspapers, email newsletters, tweets & posts.
Using Paper.li, you can:
- Scale social media updates and tagging
- Engage your loyal customers by curating a branded hashtag
- Automate building your email list growth and branded news distribution
- Keep your customers engaged using a branded Facebook group
SentiOne is a must-have tool for social listening and interacting. It consolidates important social media updates from multiple channels into one handy dashboard which is prioritized based on sentiment and urgency.
Encourage your team to engage in online discussions with current or potential customers across all web channels to increase customer satisfaction.
On top of that, SentiOne allows you to include AI conversational bots into your brand communication and exceed audience expectations:
- Improve customer service effectiveness by automating up to 70% of repetitive processes.
- Provide omnichannel innovative support 24 hours a day all week long
- Optimize your social media customer support with the help of virtual AI Assistant that can understand customers’ messages and provide suggested answers based on deep learning analysis.
With social media marketing you are seldom dealing with only one channel. More often than not, there are at least 5, more often there up to 10 active channels you need to keep active, including:
- Official Twitter account
- Official Facebook page
- Official Facebook group
- Official Youtube account
- Official Linkedin account
- Personal Twitter account of the CEO
How to efficiently monitor everything to spot alarming trends, or create well-rounded growth reports in minutes?
Cyfe is a business management dashboard allowing a business owner to organize just about anything, including social media monitoring.
I recommend creating a separate Cyfe dashboard for monitoring multiple social media channels your team is managing. Widgets you can include:
- Facebook stats (followers, reach, engagements, likes, views, clicks)
- Twitter stats (# of tweets, followers, following, lists, favorites)
- Linkedin stats
- Youtube stats
- Your site performance (via widgets like Google Search Console and Pingdom)
- Google Analytics widget showing traffic from social media channels
4. Text Optimizer
Do you know how to make customer support more effective?
Create a comprehensive on-site FAQ or knowledge graph to eliminate the need to contact your support.
Let your customers find all the answers on your site without the need to turn to your social media channels to ask those questions.
To find questions people ask around your brand, use question research. Tools like Text Optimizer can help out too. If your brand is not large enough to populate a lot of online questions, research questions around your closest competitor:
[Use TextOptimizer’s “Find Content Ideas” section to research questions people ask about you or your competitor]
To better engage your on-site users and encourage them to continue using the site after they find their answers, use Alter which is a content recommendation engine allowing you to improve your on-site engagement.
You can prioritize any content Alter is suggesting to your users as well as customize the look and feel of the suggestion box.
5. Salesforce (or Alternatives)
Finally, treat your social media contacts as leads!
This is the most effective way to turn your customer support strategy around!
There are plenty of customer relationship management platforms to choose from, including:
- Salesforce: This is a pretty obvious number one just by how many businesses, big and small, use it. For smaller companies the Lightning Essentials is probably enough, but it is worth upgrading to the professional account if you can swing it.
- Hubspot: While this tool is a bit more limited than the others, it definitely deserves a place on this list. Not only does it come from the trusted folks at Hubspot, one of the Internet’s leading business authorities, but the CRM is free for life. If you need something basic as a starter, this is a great one to go with.
- Insightly: Insightly is another of those super well known platforms that is usually seen as an alternative to Salesforce. It is also Gmail, G Suite and Outlook compatible, so easier to integrate with systems commonly used by small businesses.
- Salemate: Sales is going to be the funnel for most business that aren’t entirely based around branding. But how do you know what to do with your marketing if you don’t recognize where you are losing or gaining customers? Salemate is a sales tool but it shows you all the information marketers need to make more informed decisions with their campaign. Plus, it keeps sales and marketing working together in a way they really should have been in the beginning.
- Pipedrive: Pipedrive is a sales management tool more than a CRM, but they are super customer focused so I felt it deserved a spot on the list. It is great for managing sales, tracking tasks and staying organized. With how overwhelming lead organization can be, this is an awesome tool to have around. The Gold plan comes with full email sync, which is really useful.
- SalesHandy: I will admit that this one is the one tool on this list I haven’t tried myself. But I know several sales managers who swear by it.
Are there any other tools you are using for social media customer support? Please tweet to @seosmarty to share!
Image source: Pixabay