Today, social media has turned into a platform where customers look for information about a product before they make any buying decisions. Turning to social media to get customer service and make the business a success has become a challenge and opportunity for many organizations. If your social media strategy is right then you will get more customers and many happy customers will promote you brand automatically and if your strategy is wrong things could get out of control and you tend to lose lots of business.
In order to gain from the full potential of social media platforms, the four basic factors which you need to focus are listening, engaging, measuring and scaling.
Listening:
- Prepare a clear objective for your listening strategy.
- Filter and mange real time the stream of information.
- Listen to all the communication that is happening about your brand and take appropriate action.
- Understand love and hate of your customers regarding your product.
- Learn what is being said about you in the industry and identify advocates, influencers and detractors.
- Spot a crisis before it boils and understands the activities of your competitors.
Engaging:
- Prepare a clear objective for your engagement strategy.
- Identify the conversations relevant to you.
- Respond in real time wherever your community needs you.
- Customer service provided should be reliable.
Measure:
- Filter and segment data for action.
- Distribute reports regularly on the listening and engagement efforts.
- Track industry trends and inform the target audience.
- Change strategies as per the conversation happening in the web.
Scaling:
- Design and build cross functional social media strategies and incorporate it in your business areas.
- Develop and implement social media guidelines.
- Train your team to adopt social media processes.
Turning to social media to get customer service depends on your own set of objectives which you have to focus and understand what will deliver more value to your business. With different platforms to gain information and different Medias to share it and keeping track of customers conversation and acting upon it is what makes the business grow.