Social Media for Service?

Many online merchants are using social media networks to build their brand, find new customers, and to a lesser extent, sell goods. But can you social media for customer service?

You can if you know where your customers are—and if you’re listening to them, says Chris Baggott, CEO/founder of software provider Compendium Blogware. Baggot relates an experience his sister had with electronics retailer Best Buy using Twitter.

“I got an IM from my sister in Pennsylvania, and she told me she tweeted about an issue she had with Best Buy,” Baggott says. “She shortly got two tweets back from Best Buy asking her what the issue was about.”

So from a customer service standpoint, Baggott says, merchants can use social networking to “listen and respond quick to customer service issues.” What’s the best way to do this?

“There is one great opportunity for merchants to get in front of potential customers,” Baggott says. “Show up organically when your prospect has an expressed need or problem. Deliver relevant, human blog content talking about the customer’s problem and how you solve those problems.”

Partner Content

The Gift of Wow: Preparing your store for the holiday season - Netsuite
Being prepared for the holiday rush used to mean stocking shelves and making sure your associates were ready for the long hours. But the digital revolution has changed everything, most importantly, customer expectations. Retailers with a physical store presence should be asking themselves—what am I doing to wow the customer?
3 Critical Components to Achieving the Perfect Order - NetSuite
Explore the 3 critical components to delivering the perfect order.
Streamlining Unified Commerce Complexity - NetSuite
Explore how consolidating multiple systems through a cloud-based commerce platform provides a seamless experience for both you, and your customer.
Strategies for Maximizing Mobile Point-of-Sale Technology - NetSuite
Learn the top five innovative ways to utilize your mobile POS technology to drive customer engagement, increase sales and elevate your brand.