How Do You Select Your Social Agents?

Just like with everything else, there’s a right way and a wrong way to go about choosing your social agent and your overall approach to social media. With so many businesses to compete with, a simple mistake or lack of information can cost you a customer for life, one who will instead give his or her time and money to another business. Brush up on the dos and don’ts of choosing your social agent and social media customer service in general.

Dos

Make yourself aware of your current customers and your intended audience. Doing so goes a long way in creating content they’ll enjoy and interact with. Rather than focus solely on your business, cater your content to what your customers care about, are likely to take action on and can easily share on social media.

You should also find the right balance between being active and inactive on social media. If you don’t post and share enough, you run the risk of being forgotten and pushed to the digital wayside, which can send people right into the arms and pockets of your competitors. On the flip-side, if you post and share too much you might wind up becoming blocked, unfollowed or the recipient of a nasty email.

Another do is to utilize the power of social media analytics. Not only can they tell you which of your strategies and posting habits are the most effective, they can also let you know when people are the most active on social media channels, which is when you’ll want to share and interact with people the most.

 Don’ts

No matter how brilliant your material might be, don’t like your own posts. Let other people do this for you, and ask your employees to share your business’s content with their friends and family as well. When used correctly, your employees and customers can be some of your brand’s most powerful advocates.

 In the day-to-day activities of your business, you may not have the time to update your social media profiles, but that’s no excuse. Include social media on your daily to-do list, and have a list of items to share on your profiles to save time and energy, time and energy that can be put back into running your business and taking care of the new customers your social media strategy is bringing in.

You also shouldn’t feel obligated to follow back each and every person who follows you. While you want to show gratitude, you don’t want to associate with the wrong people or sully your professional reputation. After all, consumers don’t usually expect businesses and organizations to follow them back, they know how busy you are.

Don’t forget to take out some time to network in your industry. LinkedIn is a great place for this, and it can offer a variety of benefits. For instance, a new connection can bring in more business, connect you with other brands and organizations interested in helping you or improve your overall reputation in your respective industry.

So there you have it, the dos and don’ts of social media customer service. Do put a few of them into action, but don’t give up on them before they’ve had a chance to truly yield results. 

This blog was written by Jim Iyoob, EVP Customer Experience and Operational Excellence for Etech Global Services.

For more advice on creating social media content that encourages engagement or if you would like to learn more about Etech, feel free to contact us at [email protected].