Most small businesses are focused on using social networking sites such as Facebook and Twitter to generate a buzz on the web which will result in increased sales at their business. I don’t blame them, because if they don’t make a profit, their family doesn’t eat. However, we often tell our clients that there are many auxiliary benefits to having a strong presence on sites like Facebook and Twitter. Using your social media channels to perform more efficient customer service and receive customer feedback is a great way to interact with your customers, make informed business decisions, and build customer loyalty.

Comcast Is The Poster Child

Twitter Name: @ComcastCares

Comcast uses this Twitter profile to answer general questions from its customers. As you can imagine, cable providers get tons of complaints and questions every day, but not every question requires a full conversation with a customer service rep. And let’s be honest, none of us want to sit on the phone and wait for them to answer our call. Even though there are still tons of Comcast haters, Comcast gets an “A” from us for effectively using Twitter to provide efficient customer service to its cable subscribers.

Here are some real examples of providing good customer service

So a girl goes through the Chick-fil-A La Habra drive-through and orders a 4-count chicken strip entree. She grabs her food and heads over to the movie theater across the street, and when she opens up her bag, she realizes that she got a 3-count chicken strip entree, not the 4-count. So, she lets them know about their screw-up on Twitter. What did we do? We got her address and sent her two coupons for free entrees the next two times she visits Chick-fil-A!

A loyal customer of E-Z Rent-A-Car let us know on the Facebook Page that he has an upcoming reservation at the Denver International Airport. So, he posts his information on the Facebook page and asks for an upgrade. We didn’t have to upgrade him, but we did it, because we knew that other customers would see this and be encouraged by it. It could start a snowball of everyone asking for an upgrade, but that’s a good problem to have!

Customer feedback and positive reviews

Positive reviews and feeback are another great advantage to being on Facebook and Twitter. Everyone sees the comments and it builds trust with your customer. Here’s an example of a great positive comment on the E-Z Facebook page.

Would you like to learn more about Presence Media, then check out our portfolio. If you’d like to talk to us about starting a social media marketing strategy, contact us today.

Related posts:

1. Why Social Media Marketing Works Best For Small Business
2. What Social Media Marketing Really Is