The Importance and Benefits of Interacting with Your Social Media Audience

Trying to figure out how to make your business’s social media perform? There are many facets to creating a successful social media account. On the surface, this can look like creating quality content, good branding, and posting consistently. But one influential area that may be overlooked is social media customer care and interacting with your social media audience.

The term interaction refers to communication between your business’s social profile and another individual. This may take the form of a like, comment, mention, or response to a review. Interacting with your social media audience is crucial in building customer loyalty, trust, and even exceeding customer expectations for your business. On average, almost 60% of consumers favor brands that respond to customer complaints and questions on social media.

Creating a responsive brand is key in maintaining your brand’s positive image while building customer relationships. Consumers that have positive interactions with a brand through social media are also more likely to recommend a business and increase their spending with them.

Social Media Customer Care – Benefits of Social Audience Interaction

As an agency that specializes in social media customer care, we understand the importance of interacting with your social media audience and have the expertise to help your business thrive. We’ll help break down the different types of interaction to ensure that your business is connecting with your audience.

Keeping Customers Happy

Customer service is crucial to keeping customers happy. Because social media accounts represent your business as a whole, there may be concerns brought up by customers regarding your business. It’s important that customers feel like their concerns are recognized. Additionally, neglecting to respond to customer concerns can negatively affect a brand’s reputation. Escalation Management is the process of concentrating on customer concerns and addressing them in both an appropriate and effective manner. As a rule of thumb, a business should try to practice empathy in their response and direct the concern to be answered by the correct department if necessary. Because two-thirds of people expect a response within the same day from businesses on social media, it’s important to respond to the most pressing issues first, while still maintaining a timely response for other concerns.

Closing a Sale

Interaction with a business’s audience can also be the factor that leads to closing a sale. When customers ask questions about your product, it’s important to respond to their inquiries quickly. Failing to respond in a timely manner can result in your customer losing interest in your product or service, or even potentially moving to purchase from a competitor.

Responding to Comments

Responding to comments is a simple but effective way to create meaningful interactions with your customers through social media. Acknowledging the positive experiences customers have with your brand is a great way to let your customers know that your business values their feedback. Making these positive experiences public also helps other customers build trust in your business and demonstrates your brand’s active listening. Even if a comment does not have a particularly positive or negative connotation, engaging with your audience in the comments is a great way to help them build a stronger bond with your brand.

Creating a Successful Social Media Strategy

Overall, when interacting with your social media audience, it’s important to build a strategy to tackle responding to different situations. Creating consistency in your responses will create more ease for your team and project a voice that aligns with your business’s brand. As an agency that specializes in building effective social media strategies, Bright Age recognizes the importance of social media customer care and can help your business. Through interacting with your social media audience, you can build connections with your customers that lead to a more engaged audience, increased sales, and increased customer loyalty.