Social Media Mistake #12: Not Engaging in Customer Support.

Answer questions and concerns in a timely fashion…

One aspect that has come to light with social media is the customer support opportunities it provides. We often hear: “How do I keep people from making negative comments about my brand online?” A dissatisfied customer is likely to express discontent with a product or service with others, online or offline. However, when it’s online and you’re paying attention to such feedback, you have an opportunity to help them resolve the issue. Better yet, when you do so in a public fashion, you’re showing others that you care about resolving each and every problem your customers have. Ultimately, this is a great opportunity to IMPROVE your customer satisfaction, customer loyalty and overall brand image.

Here’s an interesting infographic from Zendesk that highlights the trend toward customer support through social media channels.

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Filed under: Social Media

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