The economy is unpredictable these days and the budget is tight, so it is understandable that most brands cannot afford the luxury of having a dedicated person running their social media accounts. Or having zero social media presence. Or even if you do have a social media account, they are mostly used as an afterthought to other ways of communication with the customers. But we are here to tell you that it’s a bad idea. Your brand should have a dedicated social media account. Consider the following points;
- If a customer posts something negative about your brand or your products/services, you won’t be aware of it AND you won’t be able to counter that either.
- If someone does enjoy using your products/services, they would be telling the world about it and you won’t know that you have brand ambassadors who you could use to further market your brand.
- Your online presence actually helps make it easier for your customers to learn about your brand. Moreover, you can learn how to improve your products or services by learning your customers’ preferences on social media platforms.
These are just a few points that are meant to give ideas on why you should have a dedicated social media presence for catering to your customers. Take an example from Xfinity; their Twitter page is mainly focused on providing support to customers who reached out to Xfinity customer service for support. Other platforms include a Reddit page, Facebook, and support forums that are all constantly monitored and updated by the Xfinity team.
How Will Having A Dedicated Social Media Presence Benefit Your Brand?
Read on to find out how having a social media platform for customer support will help furnish your brand’s reputation among the masses;
Deliver Better Customer Service
Take the example of Twitter as a customer service platform; it is considered to be the first port of call for customers who have support-related queries. Your customer service team can tweet back at the customer with the answer to their problems or they can reply through private chat. Tweets are mostly public which means that other users can view your interaction with the customers and learn about your brand.
Driver of Brand Building
Social media platforms are where you will find most of your customers and also where you can find new customers. Establish your brand personality on social media and give a human voice to it that your customers can relate to.
Getting personal is an effective way of getting your brand to stand out from your competitors and driving new and old customers toward your brand.
Manage Your Reputation
You are responsible for managing your own reputation on social media. You will often be faced with swift and negative complaints about your brand but dealing with it smoothly can let customers know that you care about their queries.
Also receiving instant feedback from other customers on your social media platform can effectively diffuse any negativity about your brand. These customers are more likely to let other customers know your brand provides good customer service.
Increased Trust in Brand
Someone else is also selling the same products/services as your brand. Faced with multiple options, your customers are often overwhelmed with having to choose between your brand and other brands.
But your active status on social media might help customers to build trust with your brand, letting them know that should anything goes wrong, it will be easy to communicate with your customer service team.
Get Real Customer Insights
Getting customer insights help you to shape your brand’s strategy. Based on that, you can design your website content, and offerings of your products or services, and cater to their needs accordingly.
Having an active presence on social media allows you to collect feedback from your customers to get a clear idea of where your brand stands for them.
Driver of Website Traffic
That’s right, social media can also be a great way of letting your customers know about the brand’s website. Your social media activities can bring a change to the number of traffic referrals that your website receives daily.
In SEO ranking, the importance of using social media is increasing. Your brand being talked about and mentioned on social media platforms is a sign that you are popular and most customers prefer your products or services. As a result, this can lead Google to showcase your website as an authoritative and the highest-ranked ones.
These days, social media platform is one of the most important elements in building your brand. It is an effective and convenient way for your customers to reach your brand and also learn what your brand stands for. Social media is why your customers mostly choose you over and over again over your competitors. In short, being active on social media leads to satisfied customers and great sales for your brand.