business messaging blog
Improving social media customer service
Scott Navratil

Customer service is the most essential part of every business. You have to have good customer service to bring in new customers and to keep the ones you already have. There are a bunch of different ways to serve your customers including through your website, on the phone, through texting, and through social media. Here are a few tips to improve your social media customer service and reach out to more customers than ever before.

Show ways to recognize your customers

When your customers are commenting on or liking your posts, you need to recognize that in some way. This can be as easy as liking a post where they are saying great things about your product or service. It might be more difficult if the person has a problem to be solved, but that makes it even more important to recognize the post and show you are coming up with a solution. There is nothing worse than complaining about a problem just to get completely ignored. Another way to show your appreciation for current customers is to like their posts that aren’t on the page. It makes them feel warm and fuzzy inside, according to Business 2 Community.

Fast response

One of the ways that social media customer service can always be improved is through quick response. If a customer complains on your Facebook page and doesn’t hear back from you for a week, you’ve already lost their business. Though they are glad the problem is getting fixed, they have already moved on and have already made a decision on whether or not they are going to use your business again.

One way to improve reaction time is by working through text. If your customers know they can get answers to their questions immediately and without having to wait, they are much more likely to communicate with you. Offering a text service that can recognize their questions and automatically respond to them will benefit both you and the customer and will help everyone feel more at ease.

Track your social media

One thing you can do to improve your social media customer service is track how often your social media is actually being used. If you only have five people who like your page and are never mentioned by your Twitter followers, then chances are that you probably aren’t being too successful. If you aren’t reaching out to customers and aren’t getting enough involvement from them online, then it isn’t worth it to even try. Get on top of reaching out to more customers, and you’ll have a lot more success.


Chantel Fullilove

Start Texting with a Free Trial of Equiitext

Discover how Equiitext will enable your business to have engaging conversations with you customers with our patented AI messaging platform! Create your Business Messaging Account.