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May 24

Customer Service Has to Translate to Social Media

Do you interact with your followers? Quality customer service has always been an important part of business and with an increasingly online world, customer service has to translate to social media.

There are a wide variety of ways for customers to contact you.

The pros: A customer who had a bad experience with your business can reach out to you easily and this allows you to resolve their issue instantly.

The cons: For a small business, it’s hard to keep up. Customers can reach out through comments, tweets, email, shares and direct messages on every platform. Without a proper strategy you can fall behind.

Your customers are within reach.

The pros: If you use interaction properly, you can reach your target audience in a much more effective way than with print advertising.

The cons: It’s time consuming. You can spend hours interacting with the 2.8 billion people on social media.

You can actively find potential customers.

The pros: You have access to billions of people and you can use interaction to bring customers in your target market to your profile and website.

The cons: Again, if you have no strategy you can easily waste your time. This also requires that you are actively posting on social media and your content is interesting enough for the customer to want to continue beyond your social profile.

It’s possible to get the benefits of interaction and without any of the cons. This is where strategy comes in. In this day and age, social media strategy is key to optimizing your time and marketing budget. To get the most out of the time you spend interacting online it’s important to know which social media platforms will work the best for your business. Every market is different and trends play a big part in this. Your business needs to find a balance between playing into the trends and utilizing the platforms that your target audience is using.

If you need help with your social media strategy, Madak is here to help.