Social media can become your biggest and best customer service tool. Not only can you address individual concerns immediately, but your graciousness and fairness to customers will be on the internet for everyone to see. But if you decide to use social media as a tool for customer service, and you should, make sure you have a solid plan about how it’s run.
First of all, pick one reliable person to handle the monitoring of your social media pages. Don’t create a page only to let it fall apart. Next, give this person a list of common complaints or bugs that have a quick fix so that he or she can respond to everyone in a timely manner. If you don’t have such a list, start compiling one as soon as the complaints start rolling in.
Make sure you give the person in charge of posting on your pages a little freedom to post something humorous and creative. No one wants to follow a page that is just a constantly updated list of apologies and instructions on how to fix certain things.
Finally, make this person really stays on top of posting. This doesn’t just mean posts about your company, it also means responding to as many comments and mentions about your brand as humanly possible. Remember, whenever someone comments and receives a response, that’s one more person who feels like they have a personal connection with your brand.