Social networks have established themselves as users’ leading guru when answering questions in practically any field in the times in which we live. If we assume that the presence of your business on these platforms is something essential for maintaining your relationship with them, it is even better practice and the way when putting into practice your communications directed at them. New platforms require new communications strategies, and your customers expect you to be at the forefront through the innovative and useful employment of these platforms when serving their needs.
Regarding the upcoming launch of our integration of WhatsApp and Facebook Messenger, we want to focus on social networks as communications channels on the rise with some advice so you develop effective communications that makes your customers feel taken care of by your brand. Here we go.
One of the things the gives your customer a greater sense of service and care is responding in the shortest time possible. Giving your customer a rapid response shows commitment to the relationship between you and increases the value of your brand. Even when that response does not completely answer that particular user’s question, it serves to start a conversation the leads to satisfaction in the end.
Get to the point
It is usually not good to beat around the bush with your customers, a clear sign of efficacy is dealing with the situation straight out and proposing a solution as clearly and concisely as possible. There will be times when you need to do some research and gather more information about the case the user raises with you. In that event, talk with then and offer a good solution.
Make humanising your dealings your brand
Customers feel welcome if you produce a comfortable climate for communicating, and an effective way of achieving that is humanising the responses you give to their enquiries. Write a message that avoids conveying a sense of artificiality, one which allows the user to feel they are interacting with a attentive and friendly operator.
Honesty above all
Truthful, transparent communication on social networks produces an image of those same values for your brand from the customers’ perspective. Keep your feet on the ground and communicate in accordance with your company’s real image, always telling the truth and without making promises you cannot keep.
Deal with all complaints
Ignoring a complaint is never advisable given that it will not only not make it disappear, but will produce a negative image of your brand demonstrating bad faith and bad service. Despite the fact that interactions with customers do not always involve dealing with positive matters, we have to take charge of them and face the situation in order to make clear our commitment as a brand through good times and bad.