Because your customers are there
That's that simple. You want to be where they are, so be it. You want to be where and when they need you the most, when they complain!
Because your customers want a quick answer
Time and timing are everything. Noone has some time to loose, but when you're not satisfied, you want even more a quick action which shows that someone understood the problem and is trying to solve it. After all, 72% of the consumers expect an answer within 6o minutes.
Because your customers want to interact with a real human
It's personal, it's friendly, it's real. You want to be close to them. It's a good way to humanize your brand.
Because it worth it
If you did good, they will tell everybody. Well, if you don't, they will too... So, do your best, it will pay.
Because their expectations in customer service have rised
So, rise yours! Email or phone are not enough. Today, they are just the basic ideas. You need to do the extra step, and you need to do it with extra care. Doing customer service through email or phone is not easy, but think about those millions of people listening to your conversation. So put your white gloves, you'll need some, and jump- er... I mean answer!
Because your customers are the core of your business
No customers, no business, no success, so pamper them!
Because being on a social media is not enough
Be there or be square but please, don't pretend. It's not enough to open your Twitter account and then not answering the questions, you need to be really present.
Because you want to hear
If you're not there, bad luck for you, because they will. And you want to hear what they have to say about you and answer in the most appropriate way.
Here are few final little things I'd like to share with you:
And that's the beauty - and my conclusion - of why you should be more on the social medias: if you've done your job, your community will easily do yours, answering to the questions and standing up for you against bad publicity and people abusing of the word "misrepresentation". But to reach that level of trust with your audience, you have to be true. True to yourself and true to your customers. Being honest, even when you're not at your best, will pay*. Customers want real people.
After all, you're on the social medias, it's time to be you.
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