This is the age of social media. Living without social media is like surviving without the latest news, trends, gossip, highlights, and much more. Do you want to lead a dull, boring life? Do you like staying lonely all the time? Does the world around you not intrigue you at all?
We are asking these questions to make you realize the significance of social media in our lives. This amazing invention has not only given us a chance to socialize with people around the world but has also given us the freedom to share our viewpoints on such a large scale. Thanks to social media, we can voice our thoughts, express our likes and dislikes, and obviously make new friends. How cool is that?
Looking at the popularity and benefits of social media, businesses have started incorporating it into their daily operations. They use it to strengthen the bond with their customers and to attract more customers. They without any doubt are aware of the significance of the customers and hence have made social media a big part of their customer care department.
They have made special business accounts on Instagram for example that encourage customers to send them a message directly at any time of the day if they face any issues. Customers, who are not very fond of talking on the phone, feel much more comfortable typing their problems out on a private message. And that is a win-win situation for both the business and the customer.
Moreover, many telecom companies like Optimum give their customers the option to reach out to them on Twitter in case of any issue or query. So, if you have some questions in mind about Optimum’s services and want to discuss them with the provider’s customer service team, you can simply log into your Twitter account, contact Optimum Español, and receive assistance in both English and Spanish.
Thus, this shows that many companies are using social media elements in order to enhance their customer relations. However, one must always remember that nothing in this world is perfect. Everything comes with a price. Like everything else, social media also isn’t a very ideal place. It has its imperfections. Businesses need to realize this in time as well. They must be aware of the challenges they can face while interacting with customers on social media.
- Understanding Customer Intentions
It is very vital for you to know your customers. You must know where they are coming from, how serious is the issue at hand and what they are expecting from you. All of this can only be possible if you are conversing with them in person or on call. This way you will be able to
- Interpret their intentions.
- Understand their issue properly.
- And would be able to give them a suitable answer.
Moreover, social media essentially is not just about advertising messages, in fact, it is a platform for communication and feedback. Businesses have a lot of data about their customers, however unfortunately they are not using it accurately. They are usually too occupied broadcasting rather than striving to comprehend what the customers are actually saying.
- Hiring the Right People for the Service
Choosing the right people for a customer service job can be a tough task. We are saying this because customer service agents are required to be consistent in their behavior. They must be skilled enough to deal with all kinds of situations. They must know the art of staying patient and must never lose their cool come what may.
Thus, this means that if you really want your business to do better, well hire the right resources and you will see how things get streamlined. Of course, the tools and different kinds of software play an important role too. However, there is nothing more important than human interaction.
- You require different people to work together so they can combat any issue at hand.
- Once you have hired the right resources, the next challenge is to teach them the art of interacting with customers on social media.
- Tell them how important it is to know the feedback of the customers and train them to make the customers feel at home.
- This point would technically not be a challenge if you end up making the right choices.
- Keeping Up with the Number of Channels
Interacting with customers on social media isn’t a piece of cake. This means that staying prepared and cautious on social media at all times is the need of the hour. Comprehending the essence of social media will no doubt help; however, very often, businesses feel that they are unable to handle consumer feedback and messages on different social channels mainly because they are too many.
- Comments, direct messages, feedback, emails, and other information make it very hard for the agents to perform their job.
- It takes a highly trained professional to figure out what needs to be paid heed to and what can be ignored.
Hence, it is very important for the agents to know which messages are important. This way they will be able to respond to those messages in a timely manner and give those customers the attention they deserve.
Yes, social media is a great platform, but it also comes with its challenges. We have enlisted the top three major challenges faced by companies while communicating with customers on social media. So go through these pointers and try your best to cater to them. Good luck!