27: How to use Social Media for Customer Service

November 11, 2015

How to Use Social Media for Customer Service

How to Use Social Media for Customer Service

Marketers have a natural tendency to focus on attracting new customers. But, an important component of marketing and business success is customer service and retention.

After all, keeping your existing customers happy is an important driver toward your bottom line.

And social media might just be the best thing that has happened to customer service. It can be a fantastic tool for connecting with your audience in a way that was never possible before.

If you’ve been wondering how to use social media to improve your customer service, respond to questions and feedback , you’ll love today’s show.

Here is what we covered in this episode:

  • Why you shouldn’t let complaints keep you from engaging on social media;
  • How complaints on social media can become opportunities for your brand;
  • Why you should take complaints offline and avoid getting into debates online;
  • How to deal with trolls who constantly stir the pot;
  • The importance of developing a process for answering questions;
  • What to do with positive comments you receive on social media channels;
  • Which social media channels you should monitor for customer service;
  • How quickly to respond to customer questions and comments; and
  • Top tools to use to monitor social media channels.

We’ve even got a blooper in this episode, so if you want to get a laugh and hear us totally mess up, you’ll want to tune in.

Get our Free Marketing Toolkit 

Speaking of tools, we have a special bonus for our – a free eBook with our favorite marketing tools!

During Episode 10, we spent almost an hour discussing our favorite marketing tools. But here’s a secret, we didn’t cover our complete list – because it would have been a four-hour podcast.  Instead, we put our entire list of 46 top marketing tools in an eBook! Sign up for the eBook and we’ll make sure you’re updated regularly with our favorite new resources and tools. Get it here.

Show Notes & Resources:

Thanks for Listening! 

Thanks for checking out today’s show! How do you use social media for customer service? How do you handle complaints? Let us know in the comments!

Also, if you enjoyed today’s show, we encourage you to leave us a review on iTunes. Your feedback is invaluable and we love hearing from our awesome listeners. As a thank you for your iTunes review, we’ll send you a FREE leather-bound journal! Once you’ve left a review, go here to tell us where to send it.

We look forward to your feedback!

Sponsor Shout Out:

S2N DesignWe want to give a huge thanks to this week’s sponsor, S2N Design, a small, Memphis-based design shop that packs a big creative punch. S2N Design is our go-to design team and we have them to thank for our show’s logo and website. Check out more of their work at s2ndesign.com.

Interested in sponsoring our show? Get details here.

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