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MARKETING

Making the Move to the Modern Age: Social

Media and Customer Service

BY DRIVINGSALES NEWS

In today’s market, if you want to stay ahead 2) Engage your clients: focus social me- and their satisfaction ratings improved
of the game you have to use social media. dia posts (e.g. Facebook or Twitter) on as a result.
Clients rely heavily on it, using social media being engaging, original, and authentic.
to voice complaints and browse for second Consumers can often tell if a business 4) Adapt to suggestions: It’s not enough
opinions on goods and services provid- is following a default strategy, seeing to just listen and make your clients feel
ed by businesses. This makes it crucial in through it. You should strive to be dif- heard; as a business, you need to address
terms of customer service, and it can also ferent from your competitors, and aim complaints and suggestions and try to re-
be a valuable marketing tool. for posts to generate an exchange be- solve reported issues. Implementing cus-
tween yourself and your clients. Some tomer suggestions can “mitigate repeat
SocialMediaToday has a few tips for im- suggestions offered by SocialMediaTo- complaints” and fix lasting issues. Sug-
proving your business’s customer service: day: witty comments and trending news. gestions give you the chance to make your
business better for your target audience.
1) Address complaints: don’t disregard cus- 3) Educate your customers: this can save
tomer’s public complaints. Bad reviews or you money as well as improve your cus- In a time where customers expect more
a bad reputation on social media can affect tomer satisfaction ratings. As an exam- than a basic website or outdated phone
the image of your business when potential ple, Lens.com implemented a way to ad- system from customer service, using social
clients browse your page. Responsiveness is dress common concerns and questions media correctly can give your business a
GIADA_Carolina-MAR2017_half.pdf 1 2/20/17 1:00 PM
a priority, making clients feel listened to. their customers had via an FAQ page, huge advantage. n

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GIADA Independent Auto Dealer JUNE 2017 | 51