The importance of customer service on social media
It is so important in the digital landscape to understand the importance of social media customer service and its impact on brand reputation. When a brand’s social media interaction with fans and customers is less than ideal, it significantly impacts their ability to build and maintain their brand.
The importance of customer service on social media
In 2018, social media is one of the main ways current and potential customers/clients interact with businesses. Why? Because it's easy! And with more and more people taking to social media to engage with a brand or business, the expectations for timely responses is also increasing. Customers are looking for brands that place high importance on communication and are proactive in their approach to social media customer service.
In terms of responsiveness, if brands actively engage with customers/users and respond to their audience in a timely manner, it will in turn help improve brand value and reputation. Customers feel a level of satisfaction when a brand publicly and directly acknowledges them, and this is in many cases followed by increased brand loyalty.
Customer service and responsiveness on social media shouldn’t be seen as a hassle, rather, as a valuable chance to improve and build brand value and reputation. No response is the worst kind of response there is, this advice is so important when dealing with customer communication on social media. The longer a brand waits to address a customer, the more time there is for the initial issue or query to blow up into something bigger and harder to control. Leaving your audience unanswered can have major consequences for your brands' overall reputation.
To put it simply, the more time you choose to dedicate to engaging with your audience, the better your social media endeavours and overall brand reputation will be.
Need Help?
Need help managing your social media communities in a timely manner? Our local team of highly experienced community managers understand the importance of communicating on behalf of your brand. We get it, your social media manager is essentially the voice of your brand, and you don’t feel comfortable handing that off to just anybody.
Here at Melbourne Social Co, we treat your brand as if it’s our own, and handle every customer service scenario with care, even after hours.
Want to know more? Get in touch with our team today.
Working with Digital Influencers
If you're working in marketing or PR in 2016, you've no doubt heard of influencer marketing. For those of you that haven't - influencer marketing is essentially collaborating or partnering with digital influencers (or social media celebrities) to assist in the promotion of your brand.
Influencer marketing is one of the most powerful ways to increase brand awareness and build trust in your brand in an authentic and engaging way.
By tapping into the large following of likeminded influencers on platforms like Instagram, Facebook and Snapchat, you can put your product or service in front on your consumer in a way that really makes a difference for your business.
So if you’re looking to begin working with digital influencers, here are some great ways to get started!
Social media takeovers and collaborations:
One of the best ways to grow your brand awareness and to develop trust with your consumers is by getting a key digital influencer to create co-branded content or even 'take over' your social media channels. An influencer could share a “day in their life”, create a series of images that showcase your products, write a blog filled with their top tips and tricks (tying back to your product or service) or take their fans on a 'behind the scenes' tour of your brand.
Consumers love to engage in content created by their favourite online personalities and by tapping into their fan-base, your collaboration is likely to attract more followers for your business accounts as well.
Giveaways:
There’s no better way to get people engaged in your brand than by doing giveaways! Everyone loves a free product or service and consumers are more likely to engage and interact with your promotion if you tap into digital influencers to share and promote the giveaway to their followers.
Product reviews:
While you may know that your product or service is great, one of the most challenging aspects of being a business owner is convincing your consumers. Using digital influencers to recommend your brand is a great way to do this, as they have a huge loyal and trusting fan base that are eager to hear more about their reviews and recommendations. A recent study has shown that 92% of consumers trust recommendations from peers or trusted authorities and likewise, a massive 72% of people rely on social media to inform their purchasing decisions. So what are you waiting for?
Are you looking to tap into the power of digital influencers to grow your business? Here at Melbourne Social Co we specialise in working with social media celebrities to take your marketing strategy to the next level!
Get in touch with us today to find out more!
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