Internet Marketing and Social Media: Three Key Rules for Better Social Media Customer Service

Internet Marketing and Social Media: Three Key Rules for Better Social Media Customer Service

Social media is a terrific tool for many things – and for a business, customer service is right near the top of the list.

It’s not enough to just get new customers; you need to hold on to the ones you already have and keep them happy. In this hyper-connected digital age, that means following three basic rules for using social media to give your customers the service they deserve.

Social Media Marketing Rule #1: Always Respond

When people take the time to contact you on social media – whether it is to register a complaint, rant about some negative aspect of a product or service, ask a question, or even give you a compliment – they rightfully expect a response in return.

It may be difficult to know what to say in response to a complaint or a negative comment (especially some of the more extreme ones), but for the most part, you should try to respond in some way to anyone who contacts you.

A prompt response goes a long way.

Rule #2: Make Your Reponses Unique

Last August, Progressive Insurance got into a lot of trouble over allegations that the company helped defend a driver who killed one of its own clients in a collision – all in an effort to avoid paying the full value of the policy to the deceased client’s family.

News broke and Progressive’s social media channels were flooded with negative comments. Progressive responded to each one – by copying and pasting the same, exact tweet.

Make each response you give unique, as if you were talking to each person individually.

Rule #3: Kindness and Consideration Always Win

It is also a good idea to be kind and considerate when dealing with your customers online.

Be helpful. Answer their questions, point them toward resources that can help, and assist them in any way you can.

Answer negative comments with understanding and patience. You can defuse many volatile situations by simply showing consideration to someone who is angry, rightfully or not.

If you follow these rules, you can not only keep your current customers happy, but actually help attract new customers by showing them you go the extra mile to keeping people happy.

Need help fine-tuning your social media strategy? WBN Marketing can help! Contact us at (239) 919-0933 or email