In the ever changing world of business and customer service, there are always new hurdles to stay above when trying to keep up relevance. Social media is a constantly growing entity that should always be the focus of any business. Mystery shopping has even taken a turn towards social media as it gives them the opportunity to see a company how everyone else sees them. In essence, the social media platform is an extension of customer service.
We’re here to tell you that the most important aspect when dealing with your social media channels, and subsequently your customer service reputation, is staying timely. Response time of a business weighs heavily on whether you retain customers, because after a week of not hearing a response, the customer has typically moved on to a different place. So stay on top of your online interactions, because as social media grows, so too will the need to be timely.
Another aspect to take into consideration when dealing with an online world is complaints. Every company gets them, but dealing with those complaints is the critical part. Simply responding to an issue that a customer has can drastically improve your appearance to both that person, as well as any other who can see the communication. It shows a level of concern and care that the consumer might need.
Mystery shoppers can use those social media networks as a guideline to view the business before going into the location. It is essentially building a dataset beforehand, which then allows them to take their unbiased opinion of both the online representation and the in store presentation of your business. They do not stand out when entering your business, so these shoppers can give you the best image of your company.
Combining the in store behavior, and the out of store reputation, every company can become successful. It’s just a matter of staying timely and being positive. So use your social media channels to the best ability, because they are a vital part of your customer service reputation.
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