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How to use social media to provide better customer service and engage with customers

Updated: Jul 23, 2023


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As the world becomes increasingly digital, social media has become an essential part of any small business's marketing strategy. However, it isn't just about promoting your brand and increasing sales. Social media can also be a powerful tool for extending excellent customer service beyond phone calls and the front desk to build strong relationships with your customers.


We share our top tips for using social media to provide personalised experiences with customers, encourage engagement, and build customer loyalty.


Share user-generated content


User-generated content (UGC) is a powerful way to engage with customers and showcase your brand. By sharing photos, videos, and other content created by your customers, you can build a sense of community and encourage others to share their experiences with your brand.

For example, you could create a branded hashtag and encourage customers to use it when they post about your products or services. You can then share the best UGC on your social media channels, giving your customers a shoutout and showcasing their content to your followers.


Encourage customer testimonials


Testimonials are a powerful form of social proof that can help to build trust with potential customers. By encouraging your customers to leave reviews and testimonials on your social media channels, you can build a library of positive feedback that you can use to showcase your brand's strengths.

Make it easy for customers to leave reviews by providing links to your Google My Business, Yelp or other relevant review sites.

The most important part of testimonials is to respond to them. Make sure you engage with customers who have taken the time out of their day to leave a review about your business, it’s an opportunity to affirm their decision to choose your business.


Be responsive to comments and messages


One of the most important aspects of providing great customer service on social media is being responsive to comments and messages. If a customer posts a question or concern on your social media channel, it's important to respond quickly and politely.


If you're unable to answer the question, provide the customer with an estimated time for a response and follow through with it. This will show that you're taking their concerns seriously and that you're committed to providing excellent service.


Personalise your responses


Personalising your responses is another way to show customers that you value their business. Use their name when responding to comments or messages and reference their previous interactions with your business.


This can help to build a rapport with customers and show that you're invested in their experience with your brand.


It's important to remember that social media is meant to be exactly that, social.


While it's essential to have an efficient social media strategy that incorporates AI and automation, it's equally important to show the human side of your business when interacting with customers. Customers don’t use Facebook, Instagram, Snapchat, or other social platforms to be sold to, they use it for connection to their family, friends and things in their world that are important to them. And when they do want to make a purchase online, they want to feel like they're buying from people, not just a faceless company.


By showing your brand's personality and responding to comments and messages in a friendly, conversational tone, you can build stronger relationships with your customers and foster a sense of community around your brand.


At Amy Who Digital, we're committed to helping small businesses in Australia succeed. Contact us today to learn more about our social media services and how we can help your business thrive.


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