In talking with one of my clients today, he told me about a recent frustration regarding a local business with inaccurate and un-updated information on their social media. He arrived at their storefront to find it was closed despite their hours listed online as being open. Time and time again, I have run into this same problem with misinformation online.
One of the many benefits of using social media is the ability to keep your audience and customers up-to-date on your business. The simple act of posting your hours or updates regarding your company provides the first step in good customer service. Making your information easy to understand and access is key to making an excellent first impression with your audience.
Another way to provide excellent customer service via social media is to ensure timely replies to messages and comments across all your social media platforms. According to Sprout Social (2021), 79% of consumers expect a response to messages on social media within 24-hours. This is not unreasonable considering the nature of social media and the growing disdain to wait for information. Keeping up with your social media and taking care of your customers is just as necessary as the people stepping into your actual store.
While this may seem overwhelming at first, it can become a part of your routine and ultimately pay significant dividends in the future. As always, if this is too much to take on, give me a call. This is one of the many aspects of what I do for my clients