Consumers are increasingly using social media to connect with brands and companies. It has rapidly become the first port of call for customers with a question, complaint or suggestion about a product or brand. In fact, research by Nielsen has shown that almost half of consumers in the US use social media to ask questions, and around a third prefer it over a phone call.
If used correctly, social media can be an extremely powerful tool for brands. 71% of social media users in the US say that they are more likely to make a purchase from a brand they follow online. However, poor use of social media can actually damage a brand’s reputation. Too many brands are relying on automated updates and responses on their social media pages. Some even leave their pages completely unmonitored, resulting in customers’ complaints and questions going unanswered.
In order to reap the benefits that social media has to offer, brands need to make their social media accounts more ‘human’. Here are some tips to help you achieve that:
- Make sure your brand personality is reflected across all your social media pages.
- Personalise any social media responses so that customers are reassured that they are talking to a human, and not a computer.
- Respond to any questions or queries as quickly as you can. This will prevent frustration in the customer, and show them that someone is manning your social media pages.
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