How To Build A Social Media Customer Service Strategy From Scratch?

Have you ever wondered why you buy only iPhones or furnishing from IKEA? Simple, we trust these businesses. So the next question in line should be among all these gamuts of brands, consumers, retailers popping across the globe. How one should establish themselves as a brand online?

One of the easiest yet insane ways is by hopping on the social media bandwagon. Why insane, you may ask?  Time to check out the whopping stats leading more and more companies to invest more resources on their social media handles. On the contrary, I would suggest that social media an excellent starting point to reach your target audiences in no time. The following post offers how to build an authentic and strong brand on social media right from the start.

I remembered when I decided to rock climb myself I had no idea what I was doing. I was a complete newbie and knew nothing about ropes and rappelling and every other bit of jargon, techniques used to succeed. Similarly creating a social media customer strategy from scratch might feel overwhelming as you might not have any idea what to do and what not to. Fret not, its time to create one in prior.

Before we get started there are a couple of things you must be keeping in mind:

● Be specific as you can be, the more specific your strategy is the more effective the execution will be

● Keep it concise

● Do not make a plan so lofty

●  Try to narrow things down

● Make it possible to measure and achieve

Step #1 Set SMART goals

Of course, before planning or conducting an adequate research; it is crucial for one to set relevant goals without them there is no way you can measure success or even return on investment. So now what these goals should be like? Well, they must be specific, measurable, attainable, relevant and bound to be completed in the given time.

Step #2 Creating a Social media brand persona

First and foremost, one should know that no one would love to engage with an unwilling and confusing business. Consistency is the key to success. So try keeping all your social media profiles consistent across different channels and soon you will find positive associations as your customers exactly know what to expect irrespective of any social media platform. For example, try carrying the same professional look across every social channel you are on. 

This is just the beginning. You are on a road to create a consistent image with your brand’s voice, colors and overall outlook. Unlike boring platforms, social media marketing strategies comprise of witty, funny, casual, personal and conversational language. So try to embody your brand values and stay authentic and consistent in your communication across a wide range of social networks.

Step #3 Know your audience (InsideOut)

Have you ever given a thought on creating customer personas? Well, first of all, let us understand what creating these personas exactly mean? Knowing your ideal customers and find out what exactly they want to see; end up creating content exactly the way they like, comment on and share. No matter how difficult it seems, it is very important to turn your social media followers into customers to make it big for your business.

Creating relevant buyer personas will certainly help in thinking of your potential fans, followers, and customers as real people with real wants and needs. Also, sooner or later you will be able to think more clearly about what to offer them and whatnot.

Step #4 Be a Ninja but don’t forget to humanize your brand

With increasing technological advancements, finding interesting third-party content pieces won’t be an issue. Share on all social media platforms and let the engagement flow. Automating and batching frees a lot of time for working on high-level business strategies. Push out the content as much as you can. Also, keep this in mind, social media is a two-way street. So share as much as you can be it an educational blog or posts/updates. And do not forget to ask for feedback and encourage discussions about your posts.

For a change, you can also take your audience behind the scenes and share a picture of your daily life. Your audience must feel like a part of your social community. Basically, open up and show your real side.

Step #5 Do conduct a social media audit

Examining all your current efforts at regular intervals will show you where have you gained and where are you lacking behind. In case, if you are already using social media tools, you need to take a step back and look at what you have already done and accomplished. For better results, ask yourself the following questions:

●  What’s working and what’s not?

●  Who is connecting with you on social?

●  Which networks does your target audience use?

●  How does your social media presence in comparison to that of your competitors?

Make sure that your audit is able to give a clear picture of what purpose each of your social accounts serves.

Certain best practices every social media customer service strategy needs

1. Prioritize all your social media platforms wisely
2. Monitor social media mentions at regular intervals
3. Speed matters a lot
4. Use the right tone of voice
5. Do take things offline- when necessary
6. Use knowledge and try making things as easy as possible.

So that’s all for now! Hopefully, the post has demystified social media support for you and will improve your social support strategy.