Improving Customer Service through Social Media

As an online business, you need to take the necessary steps to make the most out of social media in every way. When we explore the idea of offering customer service online, how could social media not be a part of the conversation? People are getting more and more engaged with the social parts of the Internet. They are quite a lot more interactive than they’ve ever been before now. This just proves that utilizing the social web can be quite useful for helping your customers. The real question that needs to be asked, then, is “how?” What does it take for you to help your social approach to customer service stand out from all of the others? Let’s figure that out in the following paragraphs.

When it comes to social media, don’t play favorites. Everybody knows that there are lots of different ways to experiment with it. This is why it’s so important to attempt to use whichever method is the most relevant to your own customers. Ignoring one social media platform for another is not the right thing to do. If you are on Facebook and serving your customers you need to understand that it’s likely that there are lots of them who are still heavy Twitter users. It’s important that your focus stay on getting the most possible from your social media in terms of your customer service approach. There is so much more that is achievable when you provide good customer service through social media.

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Always try to remember that when you are offering customer service through social media, you need to be responsive and prompt. Perhaps the most basic reason a customer chooses the social media approach to you is because they’re hoping for the promptest response they can get. Besides this, try to be as friendly as possible. You need your customers to believe that you are right there for them. Whether they contact you on Twitter or on Facebook, understand that they don’t want to wait. The absolute best way to get social media to work for you with your customer service is to offer your customer what they want and when they want it.

The industry is always going to have a top few influencers and it is really easy to spend all of your time attempting to get their approval. But if you’re running a successful business, then you have to look at all of your customers as equal. You need to offer them the priority they deserve. There are so many different reasons why companies might end up doing this but it isn’t right. Social media helps you bring each of your customers on to just one platform. It’s important to give your customers the support they need in whichever way you can by going out of your way.  If they are international make sure that you use fast proxies like these to access sites in their own region.

You have lots of options if you want to use social media to help you expand your web based business. One of them is practicing good customer service. As you keep moving, you will see that your customers who get in touch through social media need to be offered some special attention. You shouldn’t treat them in a different way just because they are online.

You need to work on creating a connection, a rapport with them so that they will understand that you are increasing the trust you have. However, this doesn’t have to be too hard because you will learn to read your customers with time. This allows you to tweak your approach and get the most out of it.

Further Reading

Back in the USA – Reverse Proxy

Some of you might have read my technological revelation discovered a couple of posts back.  To cut a long story short, I basically got stuck in Rome without any cash and the internet wasn’t being much help.  I had preplanned to be able to use  my online accounts to shuffle money around as and when I needed, but when I tried to access these accounts from Italy it wouldn’t work.  Turns out that many banks (including mine) block access to web banking based on your IP address.  For some reason they figure nobody takes holidays and needs to access their banking online.

Anyway I managed to sort it out by switching my IP address to a US one by using some sort of proxy/VPN system.  I am not quite sure which one but it worked ok and got me accessing my bank accounts from my hotel wifi again.  But when I returned it got me thinking, that we often get blocked accessing stuff online and perhaps this method could work in other areas.  You’ve probably seen it yourself – tried to watch a video on YouTube or accessing some media player site somewhere and being told it’s not available in your country and stuff like that.

Well I have lots of time and figured if I could change my IP address to a US one for online banking – then I could change it for other reasons too.  My hunch was right and after some online searching I found that thousands of people were doing just that – for example to watch UK TV in America.  Suddenly the possibilities seems to open up for me, learning French by watching French TV online, accessing the BBC Iplayer and all the TV stations in the UK I love so much.  The reality is it’s quite simple and easy to do, for every blocked service I’ve tried to access using my proxy/VPN service has worked.  I even watch the Irish news on their national station RTE whilst sitting in a coffee shop in downtown LA.   Suddenly I felt the internet had got bigger again and what was better it was being controlled as much.

If you’ve ever been blocked from watching or doing something online simply based on your location – I urge you to check these tools out.  Just search for online VPN/proxy programs and you’ll find loads of them – most are pretty reasonable and the best ones have servers in many countries for you to use.

Search Engine Optimization – The Social Aspect

SEO is of course important to the success of any web site. The simple fact is that unless you’re a huge mega brand like Amazon people will generally find you via the search engines. Nobody will know your web address by heart initially (apart from your mates and maybe your mother).

So how do the search engines send you visitors? Well it’s simple really they try and match whatever someone is searching for with a particular set of web sites. If they’ve typed in Egyptian holidays, the goal is to deliver a set of results based on that query. The logical next step is how does the search engine determine which pages to display. Well each one uses it’s own algorithm which looks at a combination of factors from the content to the page to how many links from other web sites point at the page.

No one knows exactly how the algorithm works, after all it’s a big secret and integral to Google’s business.  However there is a lot of knowledge of the factors that seem to effect the rankings.  Content of your site is obviously a very important one, no search engine is going to send users to a site which is about a completely different subject than the query.

How you set out your content to attract the search engines has changed a lot over the years though.  In the past, it was important to mention your topic or keyword as much as you could on your page, now that sort of behaviour is likely to get your page ignored or worse penalised.  The trick now is to write for your readers, make it natural and good quality.  In some senses this makes writing content a lot easier, you can basically ignore the role of SEO in this area.

It used to be that you created a website with Seo Marketing concepts in mind- like here, and to some extent you can still design pages targeted at specific search queries. It’s just an old age marketing concept of identifying a market then trying to deliver a product to meet that demand.  However you should be extremely careful in over optimising your pages and any SEO techniques you employ.

More Information Here.