Using Social Media to Manage Your Unhappy Customers

Priit Kallas

413 posts

Filed under: Corporate Social Media, Guest Posts, Social Media, Trends

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Tags: customer service in social media, customer service social media, facebook customer service, social crm, social customer service, social media and customer service, social media customer service, social media customer support, social media for customer service, social media helpdesk, social media marketing, social media support

In order for your business to thrive, it is very important to develop a great relationship with your customers. This can be achieved in a variety of ways; however, what does not occur to all businesses is the fact that they can use social media to manage any issues before they become worse.

1. Gain customer trust

Although sharing customer complaints on social media channels like Facebook or Twitter may seem counter intuitive. It is actually a great way to show that your business is prompt in handling these complaints and thus gaining customer trust in general. If a customer complains on your Facebook wall, rather than calling them or emailing them privately go ahead and share the communication for everyone to see. This will show that you have nothing to hide, will make the unhappy customer feel important and show to the rest of your community how you handle your business when things go wrong.

2. Show that your business is open

Having an account at one or more social media sites shows that a business is open about communication. The business implies that they are not closed off when it comes to the ability of the customers to reach them. A person does not have to call a number during certain hours of the day or worry that any emails they send will be ignored or only be answered after several days. This is critical in instilling confidence and guaranteeing a healthy and frequent base of profits.

3. Develop an innovative image

A social media account also implies that a business is willing to change with the times. A great number of businesses, it could be said, tend to stick with old models that do not fit modern societies as well as the people in charge would like to think or hope. As a result, they come across as old fashioned and stuck in their ways, and this can be harmful with customers that demand the latest conveniences. A customer will know that, because a business has a social media account, they are willing to try. This strategy of looking modern and accepting can do a great deal of good.

4. Always available

Customers can be gained or reassured because they can immediately be contacted to quell any fears. Many phones and other pieces of technology allow the user to connect to the Internet; as a result, they can check their mail and do other things with little or no hassle. If they are worried about something and need to contact the business, they can do so immediately. On the same side, an employee that has access to the account can contact them right back. Problems that could become worse if not addressed quickly can be easily avoided. This is something that a business that is undecided about social media should keep in mind.

When it comes to running your business, it does not hurt to try to harness new technologies in a beneficial ways. Whether a business is small and community centered or wrapped around the entire country, you should consider using social media sites. These sites will provide new ways to communicate with the customers, keep them happy and give assistance where needed. By showing openness and integrity, you are setting yourself up for success.

Social Media Customer Support Application for Facebook.

We are building an application that will catch all the support requests and contain the possible negative feedback from angry customers. Sign up for private beta!

This is a guest post by Rodney Warner – Owner of a Denver Web Design Company specializing in Social Media Marketing.

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Image credit Neff Conner

Posted on: June 28, 2011