Customer support is an essential part of any marketing effort. Social media has become a vital tool for providing online customer support to your customers. Learn how you can use three platforms to help your customers.
Using Twitter for customer support
Before you start answering customer questions on Twitter know who they are and how they use the platform. This will give you a more proactive approach in responding to their needs via your tweets. Twitter provides plenty of customer information:
- Displayed profiles: These provide you all the basic details about specific users.
- Past history: Browsing old tweets of your users can help you better understand their future needs.
- Social groups: Looking at your customers’ tweets will also give you an idea which social groups they identify with, and help fit them into target markets.
Gathering this information is easy, and it will help you flesh out your Twitter customer support strategy.
Creating personalized conversations
When doing customer support on Twitter, personalizing your conversations is essential. Your users want someone who can directly respond to their needs when they air their concerns on the site. You need to start directly mentioning them in your tweets.
@acampbell68 I'm sorry, Campbell. Can you elaborate on what has happened and at which store? – Jamie
— Tesco (@Tesco) March 23, 2015
You can also actively search for conversations about you. Do this by using the Twitter Search feature. Search for your company name, and search for your hashtags. You can use the advance search to track sentiment.
Providing broader customer support
Beyond addressing specific customer concerns, Twitter can also be used to provide customer support for your larger audience. This involves tweeting news and product updates. The site can also be used to deliver tips for your general customer base.
— Whole Foods Market (@WholeFoods) January 23, 2016
To emphasize how important they are use Devumi’s Twitter Retweets service. This service will ensure that these tweets reach more of your audience. This is a proactive effort to make sure that your important information is noticed.
Additionally, you can use the site to get a general idea of what your customer base wants. By using Twitter’s Advanced Search feature wisely, you can locate and listen to a variety of conversations relevant to your brand or products. You can then use these as a guide not only to improve your customer service, but also your brand as a whole.
Use YouTube for online customer support
When creating your customer support videos, the goal is to answer questions in detail. Look two frequent questions on other social media platforms in order to know what these questions are. Your FAQ page could also help.
Once you have these questions it is time to produce your content. There are a variety of ways that you can present the answers using video:
- Product demonstrations: Don’t just make your product demonstration videos a copy of your product’s user manual. Present the product in a variety of ways.
- How-to videos: Your how-to videos should be centered on guiding viewers through practical applications of your products. Use experts with real knowledge to really explain them.
- FAQs: Standalone FAQ videos let you answer these questions in detail. Give your viewers more value by guiding them to other resources that can help further answer these questions.
- Online workshops: Online workshops and tutorials are great for attracting people who want to learn more about advanced topics. Offer them at certain times to create a sense of urgency.
Remember to choose a specific type of video that would best suit the customer’s questions you are responding to. Here is an example from the Home Depot:
Make these customer support videos attract more of your audience by using Devumi’s YouTube Likes and Shares service. This will help present your content in a positive manner.
Engaging your viewers
Your YouTube customer support videos should be able to address most questions. You shouldn’t stop there, you need to guide them to additional resources. YouTube provides you with a tool to do that in the form of its Cards feature. Use these cards to bring your viewers to other relevant videos on your channel, blog posts, or your landing pages.
Here is Nike using a YouTube Card to send people to their website, and one below it sending people to another very relevant video:
Don’t forget to respond to comments on your posted videos. Share other resources that they can check out. Don’t limit this to just your own materials. Look for other content that can help them further.
Using Pinterest for customer support
The main draw of Pinterest is providing a platform for customers to discover new ideas that they can use for their own projects. Make this a basis of your customer support effort by creating pins and boards that give them those.
It is also important that you present yourself as a hub where your customers can socialize with each other to discover even more ideas. Accomplish this by creating group boards where you and they can collaborate on solutions for their concerns.
Providing visual customer support
Pinterest’s visual nature can actually help simplify your customer service. Take advantage of it by creating a variety of visual content like infographics and charts to aid your audience. While Pinterest itself doesn’t host videos, you can still pin these from other platforms. This gives you more opportunities to help people.
Help your customers on social media
The various social media platforms are great tools for providing customer support to your patrons. To fully utilize them you need to:
- Create useful content: You need to analyze the common questions and concerns that your customers bring up repeatedly. You then need to create the right content, on the right platform, to address the question.
- Thoroughly respond: Take advantage of the real-time nature of social media to quickly answer their questions and give them immediate assistance.
- Guide them to resources: Look out for and share a variety content and references that can help them learn more about the topic.
Follow these simple steps and you will be able to give your customers the online customer support that they will thank you for.