Social media is a great way to connect with current consumers and reach potential new ones. But social media can be a double-edged sword, too, as customer complaints and poor reviews can gain traction and spread quickly online. How can you successfully incorporate social media into your business operations? Here are some tips.
Respond quickly to both messages and reviews. If it’s a negative review or a complaint, do what you can to address the matter ASAP. If it’s a question, give a prompt response, even if just to say, “I’ll get back to you soon with a specific answer.”
Respond to feedback and reviews respectfully. No matter how rude or unfair a customer may be, remain courteous and professional. Don’t argue with the person, as this will only generate more negative comments. Try to use the opportunity to understand the issue, fix the problem, and improve your reputation.
Start a Facebook group and build an online community around your brand. Invite members to share opinions, ask questions, and communicate about your products and services.
Use chatbots. Increasingly, people reach out to businesses using Facebook Messenger, and you can respond using Messenger’s chatbots. By setting up Q&A triggers, you can have the bot answer FAQs about location, hours, and service offerings. For more complex queries, a live operator can take over at any time. When you create scripts for your chatbots, make them as friendly and human-like as possible so the bot reflects positively on your business. Leverage this technology to save time and make service more convenient for you and your customers.