5 Best Ways to Extend Customer Support Using Social Media

Social Media positively influences sales and improves brand loyalty and connections to a large extent. It plays a significant role in customer support service. From a business perspective, it saves a lot of time and money. 

Additionally, social media platforms allow you to reach a much wider group of customers than traditional methods.

As per Statista, 4.41 billion people will use social media by 2025. It is an excellent channel for customer care as it is so immediate and accessible. 

76% of people who message a business on a social media platform do so for customer service or support.

The mutual benefits of easy brand accessibility via Instagram, Twitter, Facebook, or YouTube allow easy customer contact and engaging social interaction. Around 47% of US consumers have a favorable view of a brand that responds to customer service questions on social media.

Here is a list of the top five ways to use social media to extend customer support:

1- Consider Setting up a Dedicated Social Handle for Social Media Customer Support

The Marketing Land says that failing to respond can lead to a 43% decrease in customer advocacy, while a reply can increase it by 20%.

A brand needs to use a separate social account specifically dedicated to customer support. 

For example, Hootsuite uses @Hootsuite_Help, and BestBuy uses @BestBuySupport as a customer support platform on social media.

Using a separate social account will help you filter out and flag any support and service issue from your primary channel. 

As per Convince and Convert, around 42% of consumers expect a response on social media within 60 minutes.

Also, failure to respond on social channels leads to a 15% increase in churn rate for existing customers.

A dedicated social media account for customer support also enables you to address customer support questions faster and in detail. A fast and detailed response that resolves issues helps you to satisfy and retain frustrated customers.

Also, include a link to your main account to increase the reach of your dedicated social handle for social media customer support. 

2- Incorporate Social Listening into Your Strategy

Increased customer expectation for rapid response customer support through social media channels has made the social listening solution a necessity for customer support and community management in 2021.

As per Socialbakers, 51% of brands utilize social listening in any capacity.

Social listening involves monitoring social conversations around various topics. It allows you to understand why, where, and how these conversations are happening and what people think and feel. It also helps you understand what is important to your audience and identify trends that your target audience is following.

Here is an example, when Best Buy did not receive a direct @ mention on Twitter by the customer. 

But incorporating social listening helped Best Buy to respond with a helpful message, suggesting a product specific to the customer’s pain point.

You can either manually check all your notifications across all the social media platforms or use a social listening tool to do it for you. 

The efficient way to see posts that did not tag your brand’s social media profile is to use a tool. 

Choose a listening tool that brings forth actionable data, measures sentiment, and integrates effortlessly into your business strategy.

Various social listening tools offer paid and free tools to track, monitor, and notify you when conversations are happening. The best tools are Google Alerts and Mention.

3- Use Social Tools to Support Customer Service

Monitor customer service activities on Facebook, Twitter, Instagram, and other platforms using tools such as Zendesk. 

It offers the ability to listen to consumers across multiple platforms. It automatically converts conversations on these platforms into tickets, allowing agents to respond to and resolve issues effectively.

Here, you’ll find the type of tools you can use to support your customer service needs:

• Chatbots: Chatbots offer 24/7 social customer service. Chatbots provide immediate responses to customers so that they do not have to wait for long. They are more affordable than hiring a human customer service agent and work best for simple questions that you get often.
• Messaging apps: Messaging apps communicate directly with your customers. It helps your customers to contact you personally so you can handle matters privately.
• Live chat: Live chat is a great option as it provides quick responses from real live-chat representatives. Neil Patel used this strategy and saw a dramatic increase in inquiries, leading to new business. 
• Tracking systems: Tracking systems measures the impact of your customer service efforts on social media. It gives you insights into how long it takes for your business to respond to messages and resolve issues.

4- Use Social Media Communities

Social media communities can be an organized page and group that your audience engages with. It can also be an undefined but active follower base that is highly engaged with your organic content strategy.

Social media platforms provide you a great opportunity for your brand to build a community. 

More specifically, Facebook allows you to create private and public groups.

Create a Facebook group for your customers to join. Once joining the group, the members can start discussions, share opinions, ask questions, and communicate about your products or services.

For example, MobileMonkey’s has a Facebook group named MobileMonkey Island. It allows members to ask questions and share knowledge about Facebook Messenger, chatbot marketing, and advanced Facebook Ads with MobileMonkey. 

You can use an external Facebook social inbox tool like Sotrender to help you in navigating your daily tasks. 

Ensure that you establish your community rules and assign moderators to keep the group running smoothly.

Similarly, you can use Instagram to build a community. 

For example, Summer Fridays use Instagram stories to ask their audience to share what products they would like to see next, using real-time customer demand.

Glossier, Summer Fridays, and Create & Cultivate are community-orientated brands that have seen huge success on Instagram.

There are helpful tools for making the most of your Instagram community, such as Statigram, Webstagram, and Nitrogram.

5- Focus on Creating a Customer Advocate Base

A customer advocacy base is a group of loyal, trusted customers and employees who can speak out in favor of your brand.

As per Convince and Convert, 45% of customers will share their positive experience if a brand responds helpfully to an issue.

One of the first things customers usually do when they have a bad experience with your brand is to write a negative review online.

Therefore, instead of responding to a negative comment, your strategy should be to provide excellent customer service, creating a strong, loyal customer base that will advocate for your brand.

Final Thoughts

Social media is a valuable channel for marketers to reach and convert customers. These platforms have evolved to be more than marketing and advertising platforms. They are important channels for businesses to provide customer service, especially with the rise of a conversational business.

An unanswered customer complaint on social media lowers consumer loyalty by 50%. Therefore, monitoring your brand’s social media pages and understanding how to use the platforms effectively can up your support game. The better you get at providing customer support on social media, the more traffic you can expect there.

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The Introvert’s Systematic Guide to Networking

The Introvert’s Systematic Guide to Networking written by John Jantsch read more at Duct Tape Marketing

Marketing Podcast with Matthew Pollard.

 

In this episode of the Duct Tape Marketing Podcast, I interview Matthew Pollard. He’s a consultant speaker blogger and serial entrepreneur. He’s currently the founder and CEO of Rapid Growth LLC. He’s also the author of a book we’re going to talk about today, called: The Introvert’s Edge to Networking: Work the room. Leverage social media. Develop powerful connections.

Questions I ask Matthew Pollard:

• How does the climate of today impact networking?
• Do you think the packing people in a room and the old school networking that everybody professed to hate is dead?
• So why do introverts need a book on networking? Do they struggle in a special way?
• So if two individuals distinctly different individuals, one, an introvert, and one, an extrovert, showed up for coaching from you, would you have different approaches for them?
• You believe that there is a very systematic approach that extrovert or introvert could take – can you unpack what the components of that are?
• Are there innate strengths that introverts actually have that we could share?
• I suspect you also encounter a lot of people that who ask: Am I an introvert? Am I an extrovert? Is there a resource or is there a test somebody could take that that definitively tells them, or is that a dangerous path to try to find your label?

More About Matthew Pollard:

• The Introvert’s Edge to Networking: Work the Room. Leverage Social Media. Develop Powerful Connections
• For more about matthewpollard.com

 

Like this show? Click on over and give us a review on iTunes, please!

This episode of the Duct Tape Marketing Podcast is brought to you by Zephyr.

Zephyr is a modern, cloud-based CMS that’s licensed only to agencies. The system is lightweight, easy to use, and incredibly fast. And with an array of beautiful themes to choose from, you can get your clients’ websites up-and-running quickly and with less effort. Or, if you’d rather build a custom site, Zephyr includes agency services to be your plug-and-play dev shop.

Zephyr is passionate about helping agencies create great websites for their clients. To learn more, go to Zephyrcms.com.

 

Original source: https://ducttapemarketing.com/introverts-guide-to-networking/

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Restoring Common Sense in Business

Restoring Common Sense in Business written by John Jantsch read more at Duct Tape Marketing

Marketing Podcast with Martin Lindstrom

In this episode of the Duct Tape Marketing Podcast, I interview Martin Lindstrom. He’s the founder and chairman of Lindstrom company. The world’s leading brand and culture transformation group operating across five continents and more than 30 countries. He’s also the author of a new book we’re going to talk about today, called the The Ministry of Common Sense: How to Eliminate Bureaucratic Red Tape, Bad Excuses, and Corporate Bullshit.

Questions I ask Martin Lindstrom:

• What led you to writing this book?
• Can you give a couple examples what is just really common rampant corporate BS?
• Many people have felt more productive in this work from home situation because the lack of the red tape, the meetings, eight hours in the office – what are your thoughts behind this?
• What should we do about this problem?
• How much change have you made in these last two years?

More About Martin Lindstrom:

• The Ministry of Common Sense: How to Eliminate Bureaucratic Red Tape, Bad Excuses, and Corporate Bullshit
• Learn more about martinlindstrom.com

 

Like this show? Click on over and give us a review on iTunes, please!

This episode of the Duct Tape Marketing Podcast is brought to you by Zephyr.

Zephyr is a modern, cloud-based CMS that’s licensed only to agencies. The system is lightweight, easy to use, and incredibly fast. And with an array of beautiful themes to choose from, you can get your clients’ websites up-and-running quickly and with less effort. Or, if you’d rather build a custom site, Zephyr includes agency services to be your plug-and-play dev shop.

Zephyr is passionate about helping agencies create great websites for their clients. To learn more, go to Zephyrcms.com.

 

Original source: https://ducttapemarketing.com/restoring-common-sense-in-business/

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Shalom Lamm: Importance of Burial in Jewish Cemetery

Shalom Lamm (Education and Career)

Shalom Lamm is an American real estate developer. He is the son of past chancellor of Yeshiva University Norman Lamm, and currently lives in West Hempstead, New York. Following in his father’s footsteps, he received a bachelor’s degree in philosophy from Yeshiva University, where he served as chairman of the school’s Academic Senate. He then went on to earn his master’s degree in American military history from the American Military University in 2001. He is currently the CEO of the non-profit organization Operation Benjamin, a company dedicated to correcting the issue of hundreds of American-Jewish soldiers who fought during WWII who were mistakenly buried under Latin Crosses.

Operation Benjamin

The project began and is named for Private Benjamin Garadetsky, a Jewish soldier who  was buried under a Latin Cross at the Normandy American Cemetery and Memorial in France. Since his case, the efforts of the Operation Benjamin team have had great success in correcting burial grounds. 

The mission of Operation Benjamin rests on three pillars, faith, family and historical accuracy. Their work is very diligent, and it does not cost the families of these fallen heroes any money to correct the mistakes that have been made. The organization views the responsibility as “an honor to help set the record straight.” Shalom Lamm is very proud of the services his organization provides. 

The work to correct the representation of a fallen soldier’s faith and heritage relies on a four step process. First, they identify a service member who was of the Jewish heritage and was buried under a non-Jewish grave marker. They find these individuals using extensive documentary evidence. Secondly, they prepare a dossier to present to the federal government as well as a cover letter signed by the family to request the change of the grave marker. Once the request is granted, the organization works with the government and the families to set up a date and time for the burial marker change. Lastly, once a date is scheduled, the families of the deceased soldiers participate in a memorable Jewish graveside marker change ceremony. 

Burial in a Jewish Cemetery

When a member of the Jewish faith has passed away, the burial process may seem different to anyone who is not a part of their religious beliefs. The most important elements of a proper Jewish burial is the Tahara. This is the preparation of the body by the Chevra Kaddisha for its final rest, until the Resurrection of the Dead in the era of Moshiach. The Tahara includes cleansing, washing, and dressing the body. People recite prayers to help lift the soul into the Heavens. 

Jewish tradition requires that the body be buried in a plain and modest casket. No pillows or anything of the sort, the interior of the casket should be left plain. It must be made with material that will disintegrate into the ground to allow the body to return to Earth. A Jewish person is also not buried in their usual clothing or with jewelry. They are instead dressed in white traditional shrouds as well as a Tallit, also known as a prayer shawl. The dressing of the deceased is so important, the Jewish law insists that the funeral should be postponed until proper Tachrichim can be used. 

It is a desire that a person of the Jewish community be buried back in the Land of Israel. If a burial is set to take place anywhere else, the Chevra Kaddisha will place Earth from the Land of Israel inside the casket. Although different from other religions, a proper Jewish burial is sacred to families such as Shalom Lamm’s and they want to carry on the tradition.

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Original source: https://socialmediaexplorer.com/content-sections/news-and-noise/feature/shalom-lamm-importance-of-burial-in-jewish-cemetery/

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Social Media and Sleep

More and more people check their phones before turning in. It might sound like a problem among younger folks, but they aren’t alone. About seventy-five percent of device owners across all age groups admit to doing so, with nearly half saying they visit social media platforms at least once a day. According to researchers like Dr. Cory Harow, taking a break from social media may make a difference in sleeping habits and the overall quality of sack time. Unfortunately, increased reliance on technology has made it hard to give it up completely. A 2018 survey from self-care platform “Happy Not Perfect” revealed that three out of four users said they check social media within a half hour of heading to bed, and eighteen percent check in while they’re lying in bed.

The question is — are sleep patterns affected but this in bed tapping and scrolling? People with social media addictions say that they cannot stay away from the devices. “It takes all my willpower to get through a night without looking at Twitter or Instagram,” explains Abigail, one user. Dr. Cory Harow, a sleep expert who specializes in the treatment of sleep disorders, says it is about habits. What he’s discovered in his research is that modern society is not happy unless they are exposed to something on a constant basis. Oversaturated with social media, most people feel exhausted in the morning after a night of scrolling. This may be true, however not all users are affected the same way. If someone on Facebook or Instagram all the time, chances are, they may have a problem with addiction. Staying off social media altogether might not be an option for everyone, and at least one study suggests that there are several ways in which perusing social media before bed can affect sleep.

Last year, researchers at Stanford University asked individuals to complete a survey online before they went to bed. Participants answered questions about how much time they spent on their social media accounts and their general mood before bed. Based on the participants’ answers, the researchers collected information about their sleeping habits and tried to compare them to information about their Facebook usage. They found that those who reported spending less time on social media than their peers also reported fewer disturbed sleep and higher quality sleep overall. In terms of sleep quality, these subjects fell asleep faster and had a greater amount of deep sleep, a type of restorative sleep that is critical to health and well-being. The research team also surveyed users after they had put their phones down for an hour to see if they could return to their normal social media usage and also reported fewer hours of quality sleep.

It is recommended that the average adult get between five and seven hours of quality sleep per night. Signs that social media is affecting the amount and quality of sleep include walking too early, too often, and failing to wake up feeling fully rested in the morning.

Unplugging from devices at least an hour before bed and keeping the blue light of the device from the bedroom are good ways to avoid sleep issues related to social media usage. Making a habit of this can get the sleep deprived social media user back into a more balanced and well-rested state.

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Original source: https://socialmediaexplorer.com/mobile-2/social-media-and-sleep/

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Father George Rutler: A Mentor for Leaders of the World

Father George Rutler, who many know as the pastor of the Church St. Michael’s the Archangel, has accomplished a lot throughout his life. He graduated from Dartmouth as a Rufus Choate Scholar and received numerous titles in the Catholic church such as an Associate Pastor of St. Joseph’s in Bronxville, New York and the National Chaplain of Legatus for Catholic business owners. He became pastor of St. Michael’s the Archangel in 2013 after being appointed by Cardinal Dolan. On top of being a preacher and pastor, Rutler is also the author of approximately 30 books about history, theology, cultural issues and the lives of the saints. He also contributed to various scholarly journals. 

Aside from being a renowned figure for Catholicism, Father Rutler has also been recognized as a public servant. Back when he served as an Associate Pastor at the St. Agnes church in Midtown Manhattan, he was fulfilling his duties when the terrorist attack on 9/11 struck the twin towers. “I was at St. Agnes then,” he said, “I heard this plane and it sounded like it was right over (Grand Central) terminal. I thought, that’s a very big plane, why is it flying so low? And as I was that I heard this distant thud. I immediately knew it hit something.” Anyone who was in Manhattan on that treacherous day can recall the horror, the shocking disbelief for what had occured.  

After hearing the commotion, the pastor ran 3 and a half miles to the towers in lower Manhattan. He saw firefighters and police officers rushing inside while people were jumping off the buildings. He rushed to the old St. Peter’s Church, a block away from the World Trade Center, to get holy oils. To his dismay, he witnessed a fellow priest’s lifeless body laying there. “The interior of the church was all covered in dust, Rutler recounts. “The priest’s body was brought into the church and the policemen were totally in shock. I remember one policeman crying on the steps. They didn’t know what to do, so they put the body in front of the altar.” Ever since that day, Rutler has stayed away from what is now referred to as Ground Zero. On the anniversary of the attacks, he holds a special requiem Mass for the dead. 

Due to his heroic efforts, he was honored by the City Council of New York and was made an honorary firefighter by the City of Dallas. Former President George W. Bush also named him an honorary Texan to recognize his bravery.  Furthermore, on September 17th, 2001, Cardinal Egan appointed him Pastor of the Church of Our Savior in Midtown Manhattan. This is where he and his parish courageously served victims and firefighters at the World Trade Center. His selfless actions as a servant to those in need truly stood out.George Rutler has done so much for the Catholic church, he is often compared to some household names including Monsignor Knox, Cardinal Newman, and G.K. Chesterton. Both as a pastor and as a writer, many people today would love to be thought of as much of an influence as Rutler. But especially in times of terror, it is the people who do good upon others who get noticed and deserve respect. To think that without a second thought, Rutler jumped in and offered his aid wherever it was needed is truly remarkable. Many leaders around the globe can learn a lot from the steps he made during that awful day in our nation’s history. Caring about the needs of others and doing something about it is what makes a true leader.

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Original source: https://socialmediaexplorer.com/content-sections/news-and-noise/father-george-rutler-a-mentor-for-leaders-of-the-world/

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Organization Begins at Home

When a person is described as being organized, what’s the first thing that comes to mind? We generally see that person as someone who is successful, a real go getter or trend setter. Being organized is another way of saying that a person’s life is structured and arranged in an orderly fashion. That element of organization in anyone’s life will usually bring discipline, and discipline will bring wealth and fame.

For many, organization begins at home with chores. Making beds, taking out trash, washing and putting dishes away, folding clothes, putting toys away after play, mowing the lawn, or washing the car establishes an early appreciation for structure. Having an assigned duty at home gives a person purpose and allows him to grow and mature. A mature person is not only an organized person, he is also responsible and dependable. Organization is often associated with being tidy or clean. When the household duties mentioned above are assigned and performed on a regular basis, a home and an office will be clean and free of clutter. An organized house or office is an inviting place that makes all who enter there comfortable.

Organization also speaks volumes about a person’s work ethnic. When organization is displayed in a house there is usually a schedule. A schedule helps save time and brings order. Time is a valuable commodity that can not be redeemed. The organization that a schedule provides in a home enables a person to carefully plan and execute projects, but more importantly it teaches a person to respect time, his and someone else’s. Organization is instrumental in helping a person plan, prioritize and achieve any goals he sets for himself in life.

For many successful people organization is a must. One such individual is Diego Ruiz Duran. One of Mexico’s leading criminal defense attorneys for over fifteen years, his success points to the role organizations can play in a life and a career. He has a Master’s Degree in Criminology and Criminal Justice. He studied at many prestigious schools. He is an alum of the Massachusetts Institute of Technology, Harvard University, University of Oxford, and the University of Cambridge. With these heavy hitters, organization would be a requirement for academic success. His rewards and accolades in his professional career are there also because he is an organized businessman. He learned that being organized improved his work performance and made him as a young attorney feel more in control.
Being organized like being a lawyer is a choice. Diego Ruiz Duran is quoted as saying that being a lawyer is not an easy career choice, but it is a passionate one. Just as passion makes one diligent organization makes one conscientious; both require accountability and can lead to success. Organization is the skill that makes it happen.

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Original source: https://socialmediaexplorer.com/content-sections/tools-and-tips/organization-begins-at-home/

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