Tips to improve your customer service using social media customer feedback
Customer service is at the core of growing your business and social media is the best way to get customer feedback on your products and services.
HubSpot columnist Sophia Bernazzani has shared seven ways to use social media customer feedback.
Bernazzani says, “Social media is a meaningful channel through which to collect valuable customer feedback. With billions of people around the world already engaged in these social media communities, you should create profiles and provide customer support from your brand for those valuable customers who want an easier, faster way to get in touch with you than by hopping on a phone call.
1. Social Media Listening
Monitor mentions of your brand and your competitors. By seeing when your brand name is discussed on social media, you can give instant customer support and feedback to people having issues with your product or service, regardless of whether they contacted you for help.
And by monitoring competitive mentions, you can also capitalize on customers who are unhappy with other brands in your industry. Learn why they’re dissatisfied, and see if you can provide a better solution for them. At the very least, you can learn how to differentiate yourself from competitors; in the best circumstances, you can nurture them as a lead and turn them into your new favorite customer!
2. Collect Product Feedback
When rolling out a new product or making changes to features of your existing product, it’s common to experience backlash among your current customer base. Just look at, well, every new feature Facebook rolls out”.
Comments are closed.
