Digital Marketing Part 8

Responding to Fans and Followers

Providing customer service through social media pages is not  all that different than providing it through other means.

Whether your business is responding to its customers’, fans and followers social media messages or not, its customers are sending them and they are noticing and remembering if they received a timely reply.   Ensuring that your customers are receiving valuable support on social media from your brand is not as burdensome or challenging as it may initially seem.

Not only do your fans expect social customer service to be accurate, supportive and existent across a variety of social media platforms, they expect it to be exceptionally fast!  42% of customers complaining on social media expect a 60 minute response time. Two-thirds of all those contacting a brand through social media for customer service expect to receive a response the exact same day (even on weekends).

Responding to fans and followers on your social media platforms is an important part of social media management. When an individual comments on your page with a question or concern, this presents a new opportunity for you to provide value for your leads while also demonstrating excellent customer service.

As part of your social media management, your business should routinely check for comments or messages across your social platforms. Think carefully before replying as the response will often be public. Don’t have time to do this? Our specialists at Information Technology Park (ITP) monitor accounts every single day, and as a best practice they always reply to followers by the minute. For all the social media platforms that we manage, our response rate is 100%.

Are you responding to your social media followers? Or leaving them in the dark?

Engaging with Others on Social Platforms

Engaging with social media users goes beyond just responding to fans or followers who comment on your business page or send a message. This often includes seeking out new leads or other opportunities and starting a conversation with them on the platform.

Building relationships with influencers can help you expand your reach over time. If there are certain individuals or organizations in your industry that have a significant following, your business can reach out to them to find new opportunities to share your valuable content with their user-base.