Talking about yourself or what you are about (all the time) will not win the damsel on a first date. The same principle applies in social media customer service management. Your customers are not ready to hear your rhetoric about how awesome your product is all the time through endless promotional campaigns. They’re on those platforms to converse and will love you if you converse with them.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Here are ideas to ponder before running your next social media campaign instead of driving conversations with customers.
First, you need to listen and adapt more than you currently do for successful conversations on social media. For example, your knowledge base should be based on what your customers want. Your changes should reflect their response to it. You need to ensure that your customer maps are adjusted and changed according to customer responses or behavior, lest you miss out on a second date.
Secondly, you need to trigger responses to conversations faster. Research by Marketo has shown that timely responding to customers, with a “thank you” email immediately after they take a certain favorable action on your social channels or website catches their attention when your brand is still on their mind. You will earn loyal customers this way.
With Yonyx, you can easily monitor your social CRM, and respond to customer responses fast. Learn about automating customer service in the best way thereis today.
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