Maintaining a presence on social media allows brands to connect with consumers on a more personal level and participate in online discussions related to their products, industry and more. With 81 percent of Americans actively using social media and more than 58 percent of users engaging with brands one to three times per day, it’s clear that consumers prefer to communicate with brands online.
Regardless of the engagements sentiment, when customers engage with your brand online, it is important to make them feel heard. There are a number of ways to respond to customer feedback on social media, so we’ve outlined a few tips to help:
Respond in real time.
Consistently monitoring your brands social media accounts will allow for quick action. Some platforms, like Facebook, even show users what your brands average response time is to encourage brands to monitor in real time.
If a customer reaches out with feedback via social media, a response should be posted – whether it be liking the comment, responding in kind, or assisting to escalate a customer service issue – within 24 hours at the most.
The last thing a customer wants is to just feel like their voice is not being heard. When responding to engagements online, personalize your response as much as possible to show your appreciation for their feedback.
If you’re using a bot to respond to customer service messages, be sure to follow up with a personal note to make sure the issue has been resolved.
Maintain a brand presence.
Does your brand have a team of social media responders? If so, it’s necessary to outline approved responses and provide employees with a brand guide. This will help to present a uniform face to customers, while still allowing your brand to engage naturally online.
If you don’t have brand guidelines established, revisit your social media strategy and reference any key messages outlined.
Take it offline.
When responding to negative comments online, brand should remember not to dwell on the negative, but to treat the feedback as an opportunity to grow. Ask the customer to send a direct message through the platform by which they originally engaged your brand. This will allow you to troubleshoot, ask for personal information, and more without leaving the platform.
Offer a solution.
There will always be people you just can’t please. And that’s okay as long as your brand is actively working toward a solution with its customers! Ensure that your team is offering uniform solutions and staying on brand when resolving customer service issues.