Tips for Interacting with Customers Using Social Media

(Last Updated On: December 19, 2015)

Social media has revolutionized the way businesses interact with their customers. Previously, the only means of communication was email or telephone. Nowadays, social media offers a more convenient and inexpensive way of interacting with customers and prospects. When businesses have a good idea of what people are saying, they can then be able to market their products and services more effectively.

Here are some of the ways social media can help you engage your customers.

1. Keep track of complaints

Most social media networks have a search feature which can help you keep track of what people are saying about your business or brand. In addition, Twitter and Facebook have a hashtag feature which also serves the same function. In many cases, customers who have something negative to say about your business will post their complaints on their social media profiles. If not dealt with, this information can spread and have detrimental effects on your reputation. This is why it is very important to take time regularly to monitor social media posts. Whenever you come across negative comments, make sure the issue is addressed immediately. Making amends early will help you maintain a good relationship with customers and prospects.

2. Promote positive feedback

Customer service is not just about dealing with complaints. In some cases, customers will only have praises for your business or brand. Positive comments from customers can be a very powerful marketing tool. When you receive such comments, first respond and show your appreciation. In addition, you need to take time to retweet, share, +1 or pin such posts. This will enhance the reputation off your business or brand and will attract more customers.

3. Get ideas for improvement

Besides taking note of complaints and compliments from customers, you should also look out for recommendations and suggestions which would be valuable for your business. For example, if you sell shoes, someone might offer a suggestion about stocking particular brands, colors or sizes. You can turn such a comment into a question for the rest of your followers. If several other people feel the same way, it would be prudent for your business to take appropriate action.

4. Share relevant and interesting posts

Social media gives you the opportunity to engage your customers through relevant posts. For instance, if you sell women’s clothes, you can share about the latest fashion trends. If you offer copywriting services, you could offer tips for choosing an SEO copywriter. Encourage your customers to leave comments at the end of the post. Offering such helpful information will help you win the loyalty of your followers and enhance their chances of making a purchase. Remember to use unique hashtags which will make it easier for people to find your posts.

5. Run contests and promotions

Running contests and promotions is a very effective strategy for attracting more followers and keeping them engaged. The most effective social media platforms for this are Twitter and Facebook. Besides attracting more followers, contests and promotions can be a very powerful tool for marketing your products or services. For instance, you could make subscribing to your mailing list a prerequisite to participating in the contest. The email contacts collected can be used for future promotions and updates. To encourage followers to participate, make sure you offer attractive and valuable prizes.

 

Charles Mburugu is an experienced writer who likes sharing tips for internet marketers and small business owners. He is currently writing for various content writing services.