As social media increasingly becomes the channel through which customers discuss service issues with companies, channels like Facebook, Instagram and Twitter are now likely part of how your brand delivers user experience. In fact, 33 percent of customers prefer to use social media to contact companies for customer service as opposed to making a phone call. Let’s talk about what this means for your communication efforts.
Don’t Ignore the Comment Section
We all know that trolls lurk in the comments sections of news sites, social media and anywhere a blinking cursor impels them to write stream of consciousness rants. However, this cannot distract us from the genuine comments and questions that loyal customers share via Facebook comments and Twitter replies. Devise a system to address both types of feedback in a respectful and considerate tone and you may turn a critic into an advocate.