Responding on Social Media

Responding on Social Media

Category : Social Media

What customers or prospective customers are looking for on social media in terms of your response is just as important as actually responding in and of itself.

Instead of a long blog post, we’ll boil it down to two types of responses:

Best Practice: 

Customer: I’m looking for warranty information for my car’s air conditioner motor.

Business: Can you tell me your phone number, date, and location of purchase?

Customer: October 15, 2019, 555-555-555, Long Island, NY.

Business: Let me look that up

Customer: Ok

Business: Customer: Your warranty period started on 12/1/2018 and ends 12/1/2019.  Just bring the motor in to any of our locations along with this information and we’ll be happy to warranty out your motor.

Worst Practice: 

Customer: I’m looking for warranty information for my car’s air conditioner motor.

Business:  Please go to our website under ‘help, warranty’ and fill out our form

or:

Business: Please call us at 555-555-5555 so we can help you further.

With a few exceptions such as legal counsel or HIPAA, a business should respond fully over social. Except where legally bound to get further verification or privacy concerns such as transmittal of social security numbers, this should be the best practice. Why? Often customers have the other channels of communication i.e. phone or a website but are looking for a response through this channel.

In short it’s always good to respond through social as fully as you can. Asking a customer to change channels is risking a potential dissatisfied customer. Customer service is a vital part of your social media strategy.


Leave a Reply

Testimonials

Ron Hall has been managing my social media presentation on Facebook now for a few months. We started out with just a 30 day trial run and the results have been by far worth every bit of time, energy and money spent. Within weeks we saw an increase in customers coming in asking about product they saw posted on FB. Ron’s  comments with the posts I feel adds a special touch which engages the clients! Bob Cook, Bargain Bob’s Discount Store
Bargain Bob's