17 Apr Digital Customer Service
What kind of experience do you give your customers?
The way you treat your online audience is just as important as how you would treat your customers face to face. What is the experience you give your customers? How do you make them feel? Do you have customer service procedures in place? If so, you need to apply these same procedures into your digital strategy.
First things first, you need to make sure you know your customers journey and how they feel when they enroll with your business/brand. Next, you need to be sure to be actively engaging on your social media profiles. What does this mean exactly? You should be spending on average 15-20 minutes a day liking photos from other accounts, commenting, sharing etc. Another great tip for establishing amazing digital customer service and building that positive brand recognition is to always send welcome messages to new followers. This could be something short and sweet, do not pitch yourself for your first engagement. You always want to warm up to your audience before you jump right in to the sales pitch. One last tip for improving your digital customer service is whenever you receive a follow or a like, go to that account and like a few of their photos. Social media is a two way street, so don’t forget to be social! Especially as you are trying to grow your business/brand.
Your digital customer service is your online reputation. The more you give, the more you get.
Questions to ask yourself to ensure your followers have the best customer experience: ⠀
What kind of experience are you giving your followers? ⠀
What kind of vibe does your page give off? ⠀
Are you consistent with branding and colors? Do you have your logo displayed? ⠀
Are you using your story highlights to show who you are as a brand? ⠀
Are you engaging with your audience? Do you respond when someone comments or messages you? ⠀
Are you bringing them value and is your content messaging on point? ⠀
Are you showcasing your products in the best way possible to gain sales? ⠀
Are you tracking your results? ⠀
Customer service in itself is a very important asset to your business, therefore your online customer service should be just as much of a priority, if not more.