<p><span style="font-weight: 400;">Social media is a platform where customer service is very important.</span></p>
<p><span style="font-weight: 400;">Jay Baer knows all about this, as the mastermind behind Convince &; Convert. This digital marketing agency provides services to organizations like Allstate, Cisco, and even The United Nations.</span></p>
<p><span style="font-weight: 400;">His book, </span><i><span style="font-weight: 400;">Hug Your Haters</span></i><span style="font-weight: 400;">, functions like a modernized manual on customer service. This work has helped companies increase feedback and decrease complaints. He is a New York Times and Amazon best-selling author. Baer’s blog is rated as the best global content marketing blog by The Content Marketing Institute. He recently spoke with us on how companies can use social media customer service. </span></p>
<h2><span style="font-weight: 400;">Understanding How Customer Service Has Changed </span></h2>
<p><span style="font-weight: 400;">There was a time when customer service was a much more personal matter. A customer’s grievance would only be known by a small group of people. With social media, a complaint from a customer can generate significant attention. </span></p>
<p><span style="font-weight: 400;">Social media, alongside customer reviews, can work to the detriment of even the largest and most successful company. Without a proper way to handle complaints and provide customer service, companies can suffer from a damaged reputation and loss of revenue.</span></p>
<h2><span style="font-weight: 400;">Taking the Main Step in Improving Customer Service </span></h2>
<p><span style="font-weight: 400;">Baer extensively researched the different aspects of customer service online. While he originally guessed speed was the most important factor customers looked for, this isn’t the case. The most important thing for companies is to respond to all complaints and concerns.</span></p>
<p><span style="font-weight: 400;">With a third of complaints going unanswered, customers are ending their relationship with a company on a negative note. No response at all is the worst response a customer can receive. Even if a company can’t answer a customer’s question, a two-way conversation is still a good idea.</span></p>
<h3><span style="font-weight: 400;">Benefits of Responding to Customers</span></h3>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">The customer feels more appreciated.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">The company shows it cares about a customer’s happiness.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Companies get information they can learn from.</span></li>
</ul>
<h2><span style="font-weight: 400;">Finding the Value in Customers with Complaints</span></h2>
<p><span style="font-weight: 400;">It may seem counterintuitive, but customers who have had issues with a company in the past may be the most financially valuable. Retaining customers is a cost-efficient move, and a customer who gets their questions answered is more likely to make another purchase. Discover Card is a great example of a company that answers every customer within 20 minutes, 24/7. By doing so, they retain their customer base and add to it.</span></p>
<h2><span style="font-weight: 400;">Why Businesses Should Do a Customer Service Audit </span></h2>
<p><span style="font-weight: 400;">A regular audit helps companies find out how many inquiries they receive and from which sources. It can also reveal how long it takes for customers to get responses and how things may be improved. But the question remains: How do companies address complaints?</span></p>
<p><span style="font-weight: 400;">Baer says “offstage” complainers usually respond by phone or email. “Onstage” complainers have no issue voicing their problems in a public forum. Responding to them can surprise them, and in some cases win their loyalty. </span></p>
<p><span style="font-weight: 400;">Baer notes that the best action a company can take is to develop strategies for each type of complainer and take a serious approach to customer service.</span></p>
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<p>Magnificent Marketing is a full service digital marketing agency with a specialization in content marketing, SEO, email marketing and social media advertising &; management. We help companies with full marketing plans as well as help fill in any specific gap they might need help with. We also believe strongly in helping educate everyone and we do this thru our <u>Magnificent Marketing Podcast.</u></p>

Why You Should Be Using Social Media Customer Service
