A majority of companies have a universal method when it comes to marketing via social media. They’re, after all, customers! Sales are the most important thing! They promote their products or services and send out every press release that they can, and nearly every blog article they write focuses on their business. This is a guaranteed fail-by-pushing-them-away strategy. But, if you really want to be all-encompassing about your business, one method to beat three birds with three birds is to develop an approach to customer service rather than.
A service-oriented approach to social media can bring three advantages:
1. Reduce the administrative expenses of your business
2. Offer customer service clearly visible It’s a great PR
3. Increase sales by generating leads
Let’s see how this might play out.
Reducing your Administrative Costs
As your business expands, you will realize that after-sales services are the most crucial aspect of the selling cycle. It can keep happy customers, and happy customers will be able to bring NEW customers. This usually involves more phone calls answering the phones in addition to more computers and many more issues to deal with (because the previous customer may not know who the next customer is and is unable to inform the latter how to fix the issue). This all leads to higher expenses and lower profits.
But, if you have social media for a customer service presence, you can handle problems with ease. Imagine being able to list the top 5 or 10 issues/misunderstandings with links to your website where they can download bug fixes, whitepapers with step-by-step instructions, tutorials, videos, etc. This will drive people to your website, create value and aid SEO, and your site’s design will draw users to other services that you offer.
This could mean fewer employees are working on phones and the infrastructure required to help the phone system. It is possible to hire fewer people or utilize these to boost the efficiency of other aspects of your business.
Lenovo utilizes this approach as well in an article published in Forrester called Case Study #2 What Happened When Lenovo implemented the Customer Service Social Media Best Practices. It says:
“This aligning led to an increase of 20% in laptop-based service call volume and an increase in the efficiency of customer service agents and a shorter product problem-resolution cycle, and an increase in their Net Promoter Scores. Net-net results are.. an improvement in the cost of customer service support along with an increased sales!”
Great Public Relations
With your customer’s focus, they’re not only receiving the answers they require for a pleasant experience. But others who don’t require an answer are seeing how you treat your customers, how you interact with them, and how many of the problems aren’t flawed products but inexperienced customers. This does not just increase your product’s value but also your brand’s image.
Making Leads and Increasing Sales
Be aware that those who are looking in from the outside, looking at your actions and the care you provide, will be your following clients! One of the primary reasons why people purchase from any particular company is trust and trustworthiness. You can either trust them, or someone recommends them to you.
What do you think that if they’re looking to purchase your product, after having seen how you dealt with other customers, made the resources available and even warned them about new releases, they wouldn’t be comfortable purchasing from you? Sure they will! Furthermore, it will reduce the time to sell since they’ll have come to know the product and services you offer, and you’ll have created an element of trust that leaves only two issues to address the availability and price – or maybe the colour.
However, this doesn’t mean that you aren’t required to write a blog. The blog will increase your message’s clarity and impact. Your customers have friends who share similar needs. Therefore, should someone have a question and your blog is able to resolve it, they are likely to forward your blog post to them. And you will be referred to. Keep the blog running and make it enjoyable, valuable and informative The social media trifecta!
The last important thing to do is ensure your site is ready for peak time. Nothing can make this strategy more unpopular than a site that’s unappealing or poorly designed to provide pleasant customer experiences. Keep in mind that they’re not receiving the social media resources; They’re being directed to your site via social media. Make sure that once they arrive that they’ll be there for a while.
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