To provide excellent customer support, the most important thing is to listen. You know what they say – a customer is a king. And whether you agree or disagree, there’s no point in fighting it. It is important to build strong relationships with your customers by being proactive and helpful when they need you. A happy customer is a loyal customer. Did it ever happen to you that you liked the product but the brand’s customer support was really bad so you just started buying the other brands products instead? Or you liked one online shopping site but they were unhelpful when your parcel got lost somewhere on the way, so you simply started using another online shopping site? And how many times did it happen to you that the product was average but the customer service was enthusiastic and motivated to hear from you so they can improve the product or even give you a discount? Little things matter and even the smallest nice gesture can get you a new loyal customer. These days no brand can allow themselves to be rude or unhelpful to their customers because bad reviews spread like fire. That way you can lose not only one, but plenty of (potential) customers. And who can afford losing customers? It happened a billion times already, but some brands never learn. To stop these things from happening start media monitoring.

Start building a relationship with your customers

People are often using social media to express their frustrations about something. So, when they have problems with your product/service they will most likely share that with their Facebook friends, Twitter followers etc. Also, it could be that they tried to call your customer service first and didn’t get a reply so they didn’t have another choice than go online. Remember, people expect your answer and they expect it ASAP. Here’s how media monitoring can help you in these situations. In the tool, you should set up your queries so they contain the name of your company, your industry, CEO of the company and all the key people etc. You should also add your competitors so you can learn from their successes and failures. When the customer mentions your product/service online, you will be able to see it in the tool. Also, you can track the automatic sentiment of mentions and/or adjust it yourself so you can get a clear image of your brand’s reputation among customers.

Dealing with complaints

Let’s say that you’re a telecommunications company. The customer using your services is unsatisfied with the signal on the phone. He goes on Twitter and complains. Instead of finding out about the complaint after it began trending on Twitter, you can detect it seconds after it was published and react immediately. That way you can stop bad news from spreading. Pua, the customer will appreciate you for reaching out and showing you care. He’ll maybe post another tweet, but this time full of praises. Also, keep in mind that sometimes customer won’t tag you in their posts, so practically without media monitoring, you won’t even know that a problem exists.

Save the day

Let’s say the customer needs a recommendation for a nice, but cheap hotel in Paris. He posts the inquiry on social media in hope that his friends and followers will recommend something. Let’s say that you are that nice, but cheap hotel in Paris. With media monitoring, you can see that tweet and proactively contact the customer and recommend your hotel. Now, it doesn’t mean that the customer will choose your hotel this time, but your proactive approach and willingness to help will surely make a great impression. He might recommend you to his friends or stay at your hotel some other time. Either way, you got a potential customer(s). This type of approach gives you a competitive advantage against your competitors. Here’s a real-life example, only with chocolate.

It’s not all bad on the internet

Social media can sometimes seem to be full of complaints and negativity. But, in the sea of negativity, we can find some positive examples of customers being happy with brands and expressing the love on social media. You should not ignore this type of posts. If you’re responding to bad ones, you should also respond to the good ones and thank them. Sometimes brands go even further and give people discounts or a free service.

The industry

With the comparative analysis that you can find in our tool, it’s easy to keep track of how your brand is performing against competitors. Tracking your competitors and emerging trends in the industry allow you to make informed decisions and build up a strong strategy. Also, tracking your customer’s needs and wishes can help you upgrade your products or services.

Be the first to know

Every time the number of mentions starts rapidly growing, you’ll get the alert in real-time so you can start making strategy immediately. You can receive the alerts on e-mail, mobile app and Slack. That way you’ll always be up to date, and you won’t have to worry that you’ll miss something. Also, you can receive the alerts on a daily and weekly basis, and you can make custom alerts as well.

Reports

You can track your brand’s performance with our reports and see whether you’re making progress with your customer’s satisfaction or not.

To summarize

Whether you’re a small company or a big one you should put great focus on improving your customer service. Also, you should make their job easier by providing them with the right tools. One of those right tools is definitely social media monitoring. It will help your brand’s image and make your customers happier and loyal.

To see the benefits of media monitoring in real-life, sign up for our 14-day trial.

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Content Creation Intern at Mediatoolkit with a particular interest in media literacy and fashion.