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The answer? Both. Social media is a necessity for all types of business. The only difference will be in the approach. B2C businesses will do better with a light-hearted approach to social media – while B2B businesses will do
Every business needs, at minimum, these three things: website, Facebook page, Google My Business listing. There are no exceptions. Being involved with social media WILL help your business. Not being involved with social media WILL hurt your business.
If your customers – or potential customers – are on a social platform, then you should be there too. Do your research to find out what social media platforms your customers are using. If they’re using one where you
There are many tools for measuring your social media efforts . . . your social media management tool probably has reporting capabilities. However . . . when tracking your customer service efforts, you’ll want to track these specific areas
Trolls on social media can either be idle angry people – or they can drag you into an online battle that you can’t win – it’s your choice. The best bet is to never address a troll. The troll
How you respond to customer comments, questions, and concerns . . . and you you resolve issues will be judged by everybody who sees the conversation. What do you say, and how do you say it? What do you
You need a plan for how your business will respond to customers on social media. What’s the plan for comments on your page? Reviews? Good comments? Bad comments? Who will respond? You? Employee? Agency? How long should they take to
To be effective at customer service using social media, you’ll need to monitor for comments about your company, industry, competitors, products, and services. These conversations don’t usually happen on your page – so you need to find them. To do
There are many social media platforms, and managing your presence across too many of them can be a difficult task. For that reason, you should limit your business to just the social activities that make sense for you business
Before you can effectively use social media for customer service, you need to make a plan to: Address good comments Address bad comments Solve customer problems and complaints Provide customer assistance Cultivate a positive brand image