Social networks have become a powerful contact tool between brands and their customers. And it is that users increasingly use this medium to make inquiries, express their problems and provide their opinions. However, poor management of them by the company can have terrible consequences for both the image of the brand and its sales. In any case, we must also see them as an opportunity to improve and learn from our mistakes, considering criticism and complaints as an opportunity to build customer loyalty, since through social networks. It can provide us with valuable information about our strategies that we would not have achieved otherwise. That is why today we are going to give you some tips on how to serve customers on social networks and make them satisfied.
It is essential that you have the necessary resources and equipment to respond to inquiries as quickly as possible. We may not be able to provide an on-the-spot solution, but a response so that the customer knows that they are being heard and that we are doing everything possible to process their request successfully. To achieve this, it is important to have a well-defined strategy with guidelines for action on indications on which to base ourselves.
Listen to the customer
Avoid canned messages, hackneyed phrases or automatic responses at all costs. The only thing you will achieve is to deteriorate the quality of communication. The key is knowing how to listen and serve customers in a personalized way and empathize with them to earn their trust, showing them that we are on their side. To do this, the first step is to admit the mistake of the company rather than deny it, assuming responsibility without making excuses. Of course, it does not hurt to apologize, as this conveys concern about the problem and reassurance to the client that their problem will have a solution.
Track the issue
Once we have taken note of the client’s problem, it is important that their request is not misplaced. Be proactive and send them information on how everything is going. It is essential to ensure that your problem has been taken care of correctly and that you have been satisfied with the performance of the company. Otherwise, the situation could escalate and end up being the trigger for a reputation crisis on social media. That is why taking the time necessary to serve customers properly and offer a tailored solution can save us many headaches.