The other day I was talking to a business owner about engagement I receive in social media.
This business owner snarled at me and told me social media doesn’t work for him. No one engages with his social media.
I tried to explain to him social media is not a quick fix. It takes time. He told me time is something he doesn’t have. He wants to see immediate results.
People engage with my client’s social media and they ask questions about the products and services and it happens past office hours too.
What he said next made me crazy! He actually told me replying to people is not a priority for him. Can you believe that? I couldn’t. I think my face screamed WTF?
Research found that among those respondents who have ever attempted to contact a brand, product, or company through social media for customer support, 57% expect the same response time at night and on weekends as during normal business hours. (Source: convinceandconvert.com)
Social media is a tool to help build relationships with your customers. They want to interact with a human and it doesn’t matter what time of day it is as they expect answers. It really is no different than if a customer asked a question in person or by phone. You would answer that question, wouldn’t you?
So why is social media any different?
When hiring Social Dragon Marketing to manage your social media, you don’t just hire us 9-5 Monday – Friday. Social media doesn’t stop because it’s a Saturday night or because it’s a holiday. My clients can rest easy and even go on vacation knowing their social media is taken care of.
5 examples of social media customer service /engagement I have handled outside of normal business hours:
- Saturday evening someone asked if my client had gluten free marshmallows. Since I worked closely with my client, I knew his products. I replied we had gluten free marshmallows. They messaged back and said thanks, they were camping and will be in the store tomorrow to buy them.
- My client was asked on a Tuesday evening if they provided a certain service and the price. I replied we did and gave them the link to the client’s website for the service they were looking for. They were happy and said thanks and that they will be booking an appointment soon.
- Sunday afternoon my client received a tweet from someone who was on the golf course and was thirsty and wondered where the cart with the drinks was. Within 13 minutes of receiving that tweet, I replied back, contacted my client, and we received another tweet that thanked my client for the prompt service.
- Tuesday evening my client received a message asking for help on how to make the product. Her husband threw out the directions by accident. I was able to help her by answering her questions and she replied back two days later, how easy it was to make.
- Wednesday evening, my client receives a message from someone who noticed their sign and wanted to know if my client can do a particular service. I explained what was involved and sent her links to my client’s website for more details. Later that night, my client receives a message that the woman wants to hire my client.
Social media is the new telephone. It is the new yellow pages and businesses must not forget that customer service through social media is vital to your business.
If you would like to hear how outsourcing social media can be ideal for your business, contact Social Dragon Marketing for a free 30 minute consultation phone call.
Photo source: Stuart Miles at FreeDigitalPhotos.net
