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5 Ways to Provide Excellent Social Media Customer Service

5 Ways to Provide Excellent Social Media Customer Service. The fact that you are able to communicate directly and more easily to your customers is definitely something that helps both of you.

Published

5 years ago

July 13, 2019

TwinzTech

Don’t you wish you could go back in time, to the “good ol’ days” without these pesky social networks? In most cases, probably not. These platforms have become such a part of our daily lives that it is almost impossible to function without them, especially if you are running any kind of business. Being “social media savvy” is pretty much the basic tier of business these days, and your customers will expect you to be available and listening at any point.

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Not a nightmare, but a blessing

The fact that you are able to communicate directly and more easily to your customers is definitely something that helps both of you. It is a fact that most Americans find customer service much better than it used to be just a few years ago. And this is a testament to the speed at which the customer is able to reach a business, as well as the public nature of social networks. Every business should be ready to react if they see their name tagged dragged through the mud on Facebook or Twitter. Be forthcoming and attempt to solve the problem as soon as possible and you will score points with the customer, but also receive free marketing.

Earn more with the power of social networks

It is not only the marketing side that brings you points in this game of tags. Recent research has shown that your customer’s loyalty rises if you interact with them on social networks. Not only that, but those who engage with a company (and especially those who receive aid after complaining about a problem) are more likely to spend more money. We are talking of 20 to 40 percent more than average. And having in mind that more than 60% of those connected to the Internet in the US are using social media daily, businesses have zero choice on whether they want to provide customer care on all of the platforms.

Be in charge of your social media feeds

Trying to stay on top of things in today’s world of communication can often seem overwhelming. Social media burn-out is a real thing that affects a lot of people, regardless of the business they are in. However, it is important to always be aware of issues that are raised or be on the lookout for mentions, tagged or not. You would do well to use some sort of media monitoring tool. Not only will you be able to focus your efforts through the smart use of analytic dashboards, but you will be able to keep on top of things by creating alerts and notifications that suit your needs directly.

social media feeds

Provide help at the epicenter

As we have already seen, customers are indeed more inclined to look for information or to complain on social networks. However, they will expect your timely reaction as well and they will expect it at the social network that they contacted you on, not via the “default” Facebook or e-mail. Even if you address the complaint on a different platform, your apparent “lack” of response on the social network where the question/complaint was placed will grant you some negative points with your followers. In order to avoid this, make sure your answers are public and polite. Do whatever you can for the customer on the platform of their choice and you will receive even more positive feedback.

Be present at the forefront of new media

If one thing is true for social media, it’s that they are constantly in a state of flux. Yes, some staples are there for what seems to be a very long haul. We can expect for Facebook and Twitter to be around for decades, at this rate. However, newer platforms such as Instagram or Snapchat have long outgrown their expected lifecycle, especially as a younger audience takes to “cooler” social media, trying to avoid their parents (and grandparents!).

New social networks keep coming and it is up to you to filter them out and see which ones fit your business ideas. Once you do – do not hesitate. Plunge right in and use the unique features of your new platform. One thing is certain – you never know which one of them is the next one destined for success. And that is where you want to be.

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Business

Key Strategies for Successful Digital Transformation

True digital transformation starts with culture. Creating a digital culture means more than just incorporating digital tools into your daily operations.

Published

1 week ago

April 4, 2024

TwinzTech

Key Strategies for Successful Digital Transformation

Shifting towards more digital practices is not just about adopting new technologies but involves a holistic change in culture, processes, and operations. Ensuring a successful digital transformation involves strategic planning, a clear vision, and a touch of creativity. Here’s how you can navigate this exciting yet challenging journey:

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1. Understanding the Digital Imperative

The first step towards a successful digital transformation is understanding the urgency and need for change. It’s not merely about keeping up with trends but recognizing the digital imperative to stay competitive and relevant. Analyzing market trends, customer behavior, and technological advancements can offer valuable insights into what drives digital success.

2. Creating a Digital Culture

True digital transformation starts with culture. Creating a digital culture means more than just incorporating digital tools into your daily operations. It requires fostering an environment of continuous learning, innovation, and openness to change. Encouraging collaboration, agility, and a fail-fast mindset can empower teams to experiment and innovate.

3. Investing in People and Skills

People are the most critical asset in the digital transformation journey. Investing in training and development ensures that your team not only has the necessary digital skills but also understands the importance of their role in the transformation process. Promoting a culture of learning and growth can significantly enhance employee engagement and productivity.

In a rapidly evolving digital landscape, the complexity of managing an organization’s IT infrastructure has significantly increased. Leveraging managed IT services can be a strategic move to ensure seamless technology integration and operation. This approach allows businesses to focus on their core objectives, knowing that the IT aspects are professionally managed.

4. Developing a Strategic Roadmap

Having a clear, strategic roadmap is crucial. This roadmap should outline key goals, timelines, technology investments, and how digital transformation aligns with the organization’s overall objectives. Remember, this is a marathon, not a sprint. Setting realistic milestones and adjusting the plan as necessary can help maintain direction and focus.

Ensuring Seamless Technology Integration

5. Putting the Customer at the Core

At the heart of digital transformation is the customer. Understanding and responding to changing customer needs is paramount. This means leveraging data analytics to gain insights into customer behavior and preferences. Tailoring experiences to meet these needs can significantly improve customer satisfaction and loyalty.

6. Ensuring Seamless Technology Integration

One of the pillars of digital transformation is the seamless integration of new technologies into current business processes. This integration should not disrupt existing operations but rather enhance efficiency and productivity. Choosing the right technology partners and platforms that align with your business objectives is crucial for a smooth transition.

7. Fostering an Ecosystem of Innovation

To stay ahead in the digital curve, organizations must foster an ecosystem that encourages innovation. This entails not only adopting new technologies but also creating an environment where creativity is nurtured and valued. Establishing partnerships with startups, investing in R&D, and participating in industry think tanks can stimulate fresh ideas and innovative thinking.

8. Embracing Agile Methodologies

Agility is key to adapting to the fast-paced digital world. Embracing agile methodologies can accelerate innovation and improve product delivery. This flexible, iterative approach encourages collaboration, customer feedback, and continuous improvement, making it easier to pivot and adapt to changing market demands.

9. Monitoring, Measuring, and Adapting

Finally, it’s essential to have mechanisms in place for monitoring and measuring the success of your digital transformation efforts. Regularly analyzing performance against set goals and KPIs can reveal areas of improvement and opportunities for further innovation. Being ready to adapt your strategy based on these insights is key to continuous growth and success in the digital age.

10. Leveraging Data and Analytics

Data is a powerful asset in digital transformation. Leveraging data analytics can provide actionable insights, drive decision-making, and enhance strategic planning. However, it’s critical to ensure data quality and security to build trust and deliver value.

Digital transformation is an ongoing journey rather than a destination. It requires a strategic approach, a willingness to embrace change, and a commitment to innovation. By understanding the digital imperative, creating a culture of digital readiness, and investing in the right strategies, organizations can navigate the complexities of digital transformation successfully. Remember, the goal is not just to survive in the digital age but to thrive and unlock new opportunities for growth and innovation.