Session Six: The Importance of Social Customer Service in Your Marketing Strategy

Week 6 already? whew!...... times flies when having fun.
Quite an exciting semester this has been! 


So far, I got a chance to appreciate, explore and understand social media marketing much better! At one point I could never understand how having a certain amount of followers get you a job! just like that?! where do i sign up? lol, Not until understanding the meaning of social media, is where i got a chance to understand social / virtual influencers. It also helped me, as a marketer, to appreicate social media and how to manipulate my platform for an immediate return on investments!

So refreshing ....


This week we decided to discuss the importance of social customer service in your marketing strategy. 


We all know customer service can either make or break your organization, it's essential for companies to have proper customer service for an effective 'business to customer' relationship. 

It is, therefore, important to include customer service when conceptualizing your social media marketing strategy. With that being said, ensure your customer service strategy is in line with the goals and objectives of the organization. 

once you are socializing and interacting with your clients on social media, in return, they will converse with you. 

It is lucrative to overview your incoming requests before responding. 

You need to understand what the customers want from you, then, formulate an appropriate response which will be beneficial for you and the client. This will evoke a feel "good/ comfortable" emotions after making an inquiry. It also helps with brand recognition. 

Case in point: "Chick-fil-a," knowing for their exceptional customer service and immediate reply on queries via social media.  


Which brings me to my next point, Speed.

Your customers reach out to you via Twitter or Facebook because they want quick answers!  
According to a study by the Social Habit, 42% of customers that use social media as a customer service channel expect a response within 60 minutes. Speed is effective in your customer service strategy, the first response time is a valid customer service metric; It shows the time between your customer's first request and the start of a potential "client relationship." 


Here's a link to some steps to master social customer service:

https://www.userlike.com/en/blog/social-customer-service 
Until next time, 
Stay Bless!

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