Social Media

Do Read the Comments: Customer Service and Social Media

by Nikki Volpicelli Posted On August 10th, 2017 | 10:00am EST

Many brands think of social media as a great way to get their message out to their audience, be it a new product, event or a pretty user generated photo. This is a very one-sided approach.

Your digital audience follows you on social media for more than one reason. Sure, they are interested in getting, seeing and “liking” updates from you, but they’re also interested in being heard — and if you’re not listening to them, then you’re missing the point of an online community.

Entrepreneur focuses on the importance of social listening and providing personalized responses, stating that utilizing social media-based customer service can help solve problems quickly, show your customers they’re worth your time, and even create customer evangelists.

So what are you waiting for? If you (like, unfortunately, many) think the real time call-and-response nature of the comments section is daunting as a business, you need a more optimistic mindset. Think glass half full. Solving your customer’s problems, thanking them for their engagement, and even — if fiscally feasible — awarding them with small IRL gifts as a token of your appreciation can help build your audience and grow your business. It’s just that easy. Hey, sometimes it will even go viral.