Customer Service Through Page Building & Audience Management
Social media properties like Instagram and Facebook act as a digital counter for your customers to ask questions and comment on your products and services. If customers are not taken care of online then you will lose business. Square 205 implemented a system to manage customers’ questions/comments to boost their page audience growth.
Square 205 provided best protocols when it comes to audience management. Some key actions as a page manager are:
- Respond to all inquiries promptly
- Reinforce positive comments by liking their post or commenting a kind message
- Challenge negative comments by solving their issue publicly (replacing a product, providing a refund, etc.)
After training Lily of the Desert on the best way to achieve quality customer service online, Square 205 set up notifications to send any customer communications directly to the Lily of the Desert employee responsible for brand communication.
A schedule should be implemented where the brand Facebook or Instagram page inbox is checked 3 times a day to ensure all customers have been responded to.
Page growth is the most important aspect of social media. Without page growth, what is the point? Growing Facebook and Instagram followings is done with a consistent posting schedule, paired with quick customer service in the form of message/comment replies.