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Unfortunately, there are too many business owners/exec’s that view social media as a way for teenagers to occupy their boredom. Social Media, can instead, be used as one of the greatest customer service tools that you have ever seen.

All I need is ten minutes of attention to convince you that you and your company’s customer service department/reps can greatly benefit from Social Media.

When customers need help, they are often turned off by long waits and holds on the phone, or getting the kids ready and making a trip to the store. Now days, social media gives you the ability to skip all that.

By having a company Facebook page, you can allow customers to post questions and concerns, and you can instantly respond. Same thing goes for Twitter. You can allow people to tweet you (Such as Chipotle does and many other mainstream companies) and simply respond to their question/problem with an instant tweet.

Obviously, some matters are going to be better off handled on the phone or in person, but this at least gives you the ability to get the ball rolling, and to let them know that what they are experiencing can be resolved, and that you offer a solution to the problem at hand – regardless of what it may be.

Social Media is also a great way to gain feedback from your audience. Asking questions and responding with answers via Facebook/Twitter can provoke people who wouldn’t normally provide feedback to do so. It’s a lot more appealing to someone to simply type 160 characters with no further commitments, than it is to sit through an automated prompt phone call from a surveying company.

Another great way Social Media can improve your customer service is by allowing you to reach customers with urgent messages, no matter where they are or what time of day it is.

Let me give you an example scenario.

It’s 8 pm on a cold, winter, Saturday night in Rochester, NY. We get hit with 24 inches of snow. Power goes out. You sell generators. If only everyone scrambling for solutions knew that you have 125 generators in stock, ready to go, while all the big stores such as Home Depot, Lowes, and Walmart are sold out completely.

Posting a single Facebook post and tweet on Twitter can now let every single person who is sitting on their iPhone scrambling for solutions, wondering who has what in stock, to know that You have generators in stock AND on sale!

Now, it’s up to you to close the deal and retain that customer, but you just gained a customer at 8pm on a Saturday night, by hitting a few keys on the keyboard. it's very important that you are benefiting from Facebook's platform of 800,000,000 daily users.

The above is just one of many examples of how you can reach your customers on so many different levels via Social Media platforms.

If you don’t have a good Social Media strategy in place, I would highly recommend giving us a call or sending us a quick message and let us discuss with you the many more benefits of how your company can benefit from Social Media!

Basch Solutions, LLC – a Rochester Website Design and Website Development company, has been executing successful social media strategies for many of their clients since the take-off of social media. If you'd like help, send us a short message or give us a call today!