In the e-commerce ecosystem, most small businesses have an active online presence, which enables them to cash on the massive online marketplace on the web out there. Businesses now have the privilege to get in touch, communicate, and interact directly at all times with their end-user through various social media platforms.
Here are some tips and tricks that you can use to keep your customers happy and satisfied with the products or services that you provide. Here is what you have to do.
Lend an Attentive Ear
Listen attentively to what your end-user is trying to tell you. Social listening not only means reading posts from some users but also finding meaningful conversations, awareness, and understanding from your mentions on the various social media platforms.
It is of prime importance that you patiently hear and understand what your end users are trying to convey. Focus more on to listening and once you have understood the crux of the matter you will be ready to respond in the most apt manner. If you do not listen to your existing or prospective users, chances of your business moving ahead in the positive direction are pretty bleak.
Give a Prompt Response
As soon as a user tweets, comments or sends an email about the products or services you provide, he is eager to get a response. So an immediate response always gives out a good impression. If it is a problem that the user is facing, and you cannot solve it promptly, we suggest you send an impromptu acknowledgment and work towards resolving the issue. Once the issue is resolved do not forget to send an affirmation stating the same.
Connect With Your Audience
From within the humongous world of social media which hold millions of users reaching out to someone specific could really mean a lot. When someone communicates with you be gracious enough to acknowledge and respond. If you also provide good customer assistance through social media channels, it would also turn out to be a great way to gain publicity. Try unconventional PR techniques on social media channels where you are likely to find audience suitable to your product. Sending DM on twitter like “please send an email to firstname.lastname@example.org” can also be used to communicate. If you do not establish connect with your audience you end up generating negative reactions and alienating your brand image.
Get into the smart and simple habit of replying to your customers with specific details. Notice details like username and bio and other information when you get mentioned on Twitter, all it takes is a click. Those details might help you send a personalized reply which has more chances of getting positively noticed for obvious reasons. This will help create a positive and friendly image for your brand.
Call Out Loud
Social media is all about likes, shares, retweets, mentions, favorites and more… call them out loud. Address them by their names, ask them for feedback, thank them for any appreciation you get and keep the communication channels on. Tag them in your posts or retweet their tweets make sure they know you are there all the time listing to what they have to say. Even the biggest of brands vouch for giving a personal touch to all your communications.
Now the ball is in your court! You know what you need to do to get those eyeballs towards your brand. Tell us about the tips and tricks that you have employed to keep people engaged on social media, we would love to hear from you.