On our journey to grow our clients digital footprint, we've learned a lot about how to target the right audience and drive them to their website, but what then? If your end goal is to collect their information or hope they pick up the phone to call, then you will miss out on a lot of quality opportunities. We, as consumers, want information fast with as little effort as possible. The beauty of digital marketing is that we can have real interactions with real people, without having to cold call all day. I put together three easy ways that you can provide more value and better customer service utilizing the internet.
1. Respond to Every Question, Comment, and Review
Social media is meant to be social. Learning to get into the rhythm of communicating back can be a difficult task. If someone is willing to take the time to engage with your content, then you should take the time to communicate back. Whether it's a great review or one that has completely thrown you under the bus, celebrating the victory or correcting a mistake is crucial. You must learn to treat online communication the same way you would if the person was standing in front of you. Here is a free e-book on How to Monitor Social Media in 1o Minutes a Day.
2. Provide Online Chat Support
Your goal should be to make it as easy as possible for the consumer to get the information they need as quick and painless as possible. Online chat support gives your future customer the chance to get answers to their questions quick and painless. If you have someone who answers the phone at your business, then why not give your customer another option to communicate with you. Check out how our chat box has changed the game for us.
3. Use Data to Drive Decisions
First, if you aren't collecting/monitoring insights on your website and social sites, then you are missing out on a huge opportunity to tailor your content to your customer. Let your audience tell you what they do and don't like. In order to do this, you have to listen. A good customer service experience will keep people coming back, and a bad one can end a relationship. The best marketing and customer service creative and ideas can be pulled from what the market is trying to tell you.
Listening and responding to people talking about your brand on social media should be an integral part of your digital marketing strategies. Download this free ebook for some tips on how to monitor your social accounts efficiently.