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Providing customer service on social media doesn’t have to be a daunting task—even if you don’t have dedicated resources or staff you can still provide quality support for your customers. You just need to be present and willing to help. Simply having a presence is crucial when you consider that 97% of all consumers search for local businesses online. Plus, according to Nielsen, 46% of online users rely on social media before making purchase decisions. Chances are high that your customers and potential customers will be using social to research your business. Make sure you’re there to provide the information they need. This means going beyond just posting messages to promote your services or special deals and start really engaging with your customers to make it known you’re there to support them.
People should feel comfortable reaching out and know they’ll receive a response. Delivering quality customer service on social will position your company as one that cares about and pays attention to its customers, helping you build strong relationships, customer loyalty and eventually increased revenue.