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Have a strong Customer Response Matrix


The most important chore of any brand is to connect with people and connect those people to information. And when it comes to your social media audience or followers, the simple way to connect your audience to information is by interacting with them, listening to them and giving a proper response on time

Two-way conversations really have an utmost importance to your Brand reputation and management. If your business is on social media channels (the data tells that more than 92% of brands are utilising social media channels to generate leads and boost their conversion rate), you are certainly going to receive questions or complaints from your customers on those channels as well

There might be a question regarding more information about your product, or there may be some complaint about your product or service. Your customers always want to get heard and replied for the reason that they chose you over several of your other competitors!

Let’s understand more about why it is really important to have a strong social media channel “response mechanism”?

Reminds them of your brand

The quicker and the more often you will respond, the more notifications they will get from your brand. More notifications will keep reminding them about your brand’s product or service and let them choose you over your competitors

In fact, answering and replying to your audience’s positive or negative comments is your opportunity to showcase timely customer service and portraying your brand’s focus on overall customer experience.

It shows how much you care for them

Human race wants to be cared and pampered, even when it comes from a company. The quicker you will respond, the more care they will feel. The more care they will feel, the more they will engage with your brand, and obviously, they will refer your brand to some of their friends and family.

Indeed, so many brands deliver successful products, but they fail at social media by not reacting immediately to queries or complaints of their audience. Customers do expect to see a response immediately. Solving the problem may take time but once they get responded they will certainly feel like they are being valued.

Your immediate care is transparent to everyone

Consider you get a phone call or email from one of your customers about a bad experience with your product or service, nobody else apart from your brand and the customer will know. But, when you get a query on social media, numerous people, either they are your fans, followers, haters or competitors are observing and watching you in the thread. The quicker you will respond, the more trust you will gain, not just from one customer, but from everyone who was watching. People will admire your immediate care and most likely will consider your brand over others.

The fact we cannot ignore is that we do often need tools and the power of computation to handle such big volumes of customer feedback on different channels. You might need to think on leveraging ‘Social media management tools’ to monitor these feeds and prioritize responses.

For example:

  • Find instantly whenever anyone even tweets about your brand
  • Get instant notification whenever someone tags your profile for any queries
  • Prioritize as per customer sentiment and respond
  • Gain visibility to agent workload, response time
  • Observe response threads to track effectiveness and improve efficiency

The tool will enable you to build a better relationship with your audience via monitoring and attending to their queries or concerns real time. Also, when it comes to social media management, you cannot really go to each of your social media channels to monitor or answer your brand’s queries. But a social media analytics platform like MK KALBOS provides a robust and unified response console to build an engaged audience and improve customer experience.

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Posted by Gaurav Rai

Gaurav Rai is a quality enthusiast with over 14 years of experience in the process improvement & process re-engineering domain. Has worked across varied industries/verticals and lead projects ranging across diverse business metrics - cost reduction, top line revenue, customer satisfaction, customer/employee retention to name a few.