Have you noticed on someone else’s Facebook Page there’s a little box that pops up on and suggests questions for you to ask? Or perhaps you’ve sent off a message to a Page only to receive an instant message back letting you know your message was received? Many small businesses have not taken the time to set up these very useful features in Facebook and their popup boxes suggest I ask questions that simply do not fit the business. Facebook’s automated responses are very easy to set up, can help build trust and credibility on your page, and will definitely save you time in the long run.
Social media is a great avenue for customer service. Your social customer care policies and processes should follow the same basic principles your in-store or telephone-based policies do. Your customer doesn’t want to feel less important because they’ve chosen to contact you on social media. Here are a few tips for implementing your social customer care program.
As someone who manages social media for small businesses, I’ve seen it all when it comes to complaints, ridiculous to incoherent. Many times I myself have taken to social media to complain about poor customer service received, and many times I have found a resolution that way. Because social media is so very public, it’s easy to see why many companies want to resolve your complaints on social media quickly. Here are some tips on how to complain on social media when your goal is resolution, not creating a spectacle…because, yes, sometimes, some people just want to create a spectacle.
One of the social media management services I have been called on to do often is a social media audit – a thorough look at a client’s social profiles, resulting in a report of strengths, weaknesses, opportunities, and threats. Here are some of the most common missed opportunities for small businesses in the social space. … Read more