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How COVID-19 Has Led To The Increase In Use Of Social Media For Customer Service?
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How COVID-19 Has Led To The Increase In Use Of Social Media For Customer Service?

May 25, 2020

As the global population continues to self-isolate to curb the spread of the novel coronavirus, we are seeing more businesses using social media to stay in touch with their customers. Social media platforms are being used by more companies to offer customer service for those with questions and queries. 

At such a time, businesses need to keep all their communication channels open, including social media to stay connected with their audience and provide assistance wherever possible. Companies are using social media not only to advertise and sell their products but also to create a dialogue with their customers and build a community around their brand. 

Why is social media so important, especially in a time of crisis?

People use social media to connect with their loved ones as well as for entertainment. A big part of the population also uses these platforms to stay informed and up to date. For many, these platforms are a source of verified news. In the face of disasters, we have witnessed people from different parts of the world and different walks of life come together to support one another. Such acts of camaraderie make social media a powerful tool- one that brings people together.

Social media has become an integral part of our daily lives. Especially in recent times where social distancing is the new normal, these platforms are helping people feel like they are part of a community. Facebook and other online communities are organizing food drives to help vulnerable communities, provide assistance for elderly and chat assistance for those with mental health conditions. 

Platforms like Facebook and Instagram are taking action to ensure that only official health organisations approved facts related to Covid-19 are displayed in users’ recommendations. This is to avoid the spread of fake news. Initiatives as such are essential to make users feel safe and protected while they continue to use social media to stay connected with the rest of the world.

How can businesses use social media for customer service during this crisis?

People are spending more time online than ever. They are using different social media networks to keep themselves occupied. Businesses need to utilise this phenomenon to maximise their brand awareness and gain prospective customers. They need to utilise these platforms to answer queries from their loyal customers. 

Trending topics

Pay attention to what’s trending on social channels. If it’s relevant to your business then create content around these topics to engage with your customers. Engaging your target audience with relevant content is crucial for retaining your consumer base and maintaining conversion rates. Consistency is key to enhance customer engagement. Hence it’s essential to keep posting regularly with highly personalised and relevant content to attract and retain your customers. 

Share information

Social media platforms are vital for disseminating information about your business. With so many businesses making drastic changes to their supply chains, it’s important to communicate these changes to your customers so that they are in the loop. Use your social channels to provide positive affirmations to your customers. It’s important to pay attention to the tone of voice you use to communicate with your customers. The message should be compassionate and relevant. The last thing you want is to be perceived as insensitive or offensive.

Automation for customer service

Good customer service is dictated by how quickly a company resolves a customer issue or replies back to a user’s query. You need to incorporate automated tools and chatbots to ensure that you respond to each and every customer queries. This is essential to turn a negative user experience into a positive one. There are numerous free and paid digital advertising tools that can help businesses stay on top of all their customer messages. 

Social media analytics

All social media platforms have digital analytics that can help you monitor the real-time performance of your channel. These tools can help you understand and monitor user behaviour. Use these tools to analyse which posts have the minimum and maximum user engagement. This will help you create more custom posts that would resonate well with your audience.

Community response

People don’t want to see brands promoting their products and services because of the ongoing pandemic. They want to know what the companies that they support and admire are doing to help the community. Use your social media channels to inform your customers about your charitable donations and community activities. It’s important to spread a message of hope and safety that gives confidence to your audience. These efforts would help build brand loyalty and create a positive brand experience with long-lasting impact on your business. 

Final Thoughts

Businesses need to wisely utilise their social media channels to cater to their customers’ needs and continue to stay connected with their audience. At Alkye, we can help our clients to manage their social media advertising and engagement to ensure that you deliver exceptional customer service to your customers during this crisis. 

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Nicola Bond

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Nicola Bond

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