Key elements of good social media interactions

Faith Ocampo Published on July 15, 2016

old younger businessmen in word balloons

A strong social strategy is a prerequisite of memorable online customer interactions.

Social media websites like Facebook and Twitter provide brands a range of opportunities to connect with their target audience. Through social platforms, you can promote new products, provide customer service, or just talk to customers in a relaxed manner.

For many brands, however, engaging with their target sectors online isn’t that easy. As much as 62% of managers surveyed worldwide said they find it difficult to design an overall social strategy.

This is alarming, since without a comprehensive strategy, the quality of online customer engagement is compromised. This ruins the customer experience and weakens company branding.

On the other hand, good online interactions can open many doors: better marketing, increased sales, and high-quality customer support. As you set out to talk to your audience on social media, remember to build your strategy around these four key elements.

1. Speed

office employee using computer near wall clock

It may not be the most important consideration for other channels such as email, but on the social web, speed matters most.

A recent survey showed that 32% of online users expect a response from brands within 30 minutes, while 42% said they can wait for a maximum of an hour.

And if those figures aren’t enough, consider this: 57% of customers expect you to reply just as fast even at night or during weekends.

Needless to say, this is a big responsibility for brands. A cost-efficient and fast solution would be to partner with a customer service provider that can manage your social accounts 24/7. But if you choose to do it in-house, make sure that you have enough employees who can respond to customers quickly.

 

2. The right tone and language

male female office coworkers using laptop on table

While they do complement one another, there’s a subtle difference between tone and language.

Tone refers to the overall vibe of your brand (i.e., Do customers perceive you as witty, friendly, or too professional?). Language, on the other hand, refers to the words that you use during social media conversations.

Both of these elements should reflect your company branding. When you project a memorable image and you embody that personality consistently, customers will remember you.

Thus, as you talk to customers online, keep in mind your brand’s identity. This is one of the best ways to create a branded customer experience.

 

3. Clarity of messages

confused panicking businessman

To improve customer engagement, make sure that your messages are clear and easily understandable. To do this, keep your messages short and straight to the point. Most online users don’t have the time for unnecessarily long messages.

Using simple terms also works well. For better interactions, make your sentences sound as conversational as possible. So avoid jargon and aim to be understood.

Lastly, always ask for questions and feedback from customers. They shouldn’t feel discouraged to clarify anything that confuses them. This paves the way to better and faster problem resolution.

 

4. Transparency and honesty

bearded employee using computer surrounded by graphs charts

When you take your brand to social media, expect a host of commentsโ€”both good and badโ€”from your customers. Of course, being able to generate positive feedback is a great thing, but negative ones can be difficult to handle. You don’t want it to escalate into a full-blown PR crisis, so you may opt to delete these comments. However, doing so may imply that you don’t hold yourself accountable for your shortcomings, and customers won’t be happy about this.

The best way to promote transparency through your online accounts is to acknowledge all your customers’ comments, be they positive or negative. However, make it a point to show customers that you’re actively working on their complaints. This is a good way to show that they can trust you.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 6 days ago
The holiday season is a double-edged sword for businesses. On one hand, itโ€™s a golden opportunity to boost sales. On the other, itโ€™s a daunting challenge to maintain exceptional #CustomerService amid the surge in inquiries and heightened expectations.

But fear not, brands, big or small! We know how to elevate your customer service game this holiday season: https://buff.ly/3OreCax

----------
You don't have to face the holiday rush alone.
Partner with a trusted #CustomerSupport call center that's powered the success of industry giants: https://buff.ly/40NMcP9

#WeSpeakYourLanguage
#CustomerSupport #CX #CSat
#CustomerSatisfaction #CustomerExperience
Open Access BPO 6 days ago
๐——๐—ฎ๐˜ƒ๐—ฎ๐—ผ is one of today's leading #BPO destinations, contributing to the #๐๐ก๐ข๐ฅ๐ข๐ฉ๐ฉ๐ข๐ง๐ž๐ฌ' distinction as a premier player in the global #outsourcing scene. The city's economic strength proves its capacity to host rich #offshoring investments.

Its provincial rates, coupled with a population of highly skilled professionals make #Davao an ideal budget-friendly option for English language #BackOffice solutions.

Fuel your ๐›๐ฎ๐ฌ๐ข๐ง๐ž๐ฌ๐ฌ ๐ ๐ซ๐จ๐ฐ๐ญ๐ก with ๐œ๐จ๐ฌ๐ญ-๐ž๐Ÿ๐Ÿ๐ž๐œ๐ญ๐ข๐ฏ๐ž ๐›๐š๐œ๐ค ๐จ๐Ÿ๐Ÿ๐ข๐œ๐ž ๐ฌ๐ฎ๐ฉ๐ฉ๐จ๐ซ๐ญ delivered from ๐Ž๐ฉ๐ž๐ง ๐€๐œ๐œ๐ž๐ฌ๐ฌ ๐๐๐Ž ๐ƒ๐š๐ฏ๐š๐จ: https://buff.ly/3AMLpDq

----------
๐„๐ฑ๐ฉ๐ฅ๐จ๐ซ๐ž ๐Ž๐ฉ๐ž๐ง ๐€๐œ๐œ๐ž๐ฌ๐ฌ ๐๐๐Ž
โ€ข Our Solutions: https://buff.ly/3YMscKj
โ€ข Our Other Locations: https://buff.ly/4evCh41

#WeSpeakYourLanguage
Open Access BPO 7 days ago
๐—˜๐—ฐ๐—ผ๐—บ๐—บ๐—ฒ๐—ฟ๐—ฐ๐—ฒ ๐—ฏ๐—ฟ๐—ฎ๐—ป๐—ฑ๐˜€ ๐—น๐—ผ๐˜€๐—ฒ ๐—ฎ ๐˜€๐˜๐—ฎ๐—ด๐—ด๐—ฒ๐—ฟ๐—ถ๐—ป๐—ด $๐Ÿฐ๐Ÿด ๐—ฏ๐—ถ๐—น๐—น๐—ถ๐—ผ๐—ป ๐˜๐—ผ ๐—ณ๐—ฟ๐—ฎ๐˜‚๐—ฑ ๐—ฒ๐˜ƒ๐—ฒ๐—ฟ๐˜† ๐˜†๐—ฒ๐—ฎ๐—ฟ.
And this loss is expected to grow annually unless online retailers make a significant move to strengthen their #DataSecurity strategies.

๐—›๐—ผ๐˜„ ๐—ฐ๐—ฎ๐—ป ๐˜†๐—ผ๐˜‚ ๐—ฝ๐—ฟ๐—ผ๐˜๐—ฒ๐—ฐ๐˜ ๐˜†๐—ผ๐˜‚๐—ฟ ๐—ฏ๐—ฟ๐—ฎ๐—ป๐—ฑ ๐—ณ๐—ฟ๐—ผ๐—บ ๐˜๐—ต๐—ถ๐˜€ ๐˜๐—ต๐—ฟ๐—ฒ๐—ฎ๐˜?

๐—ฆ๐˜๐—ฎ๐—ฟ๐˜ ๐—ฏ๐˜† ๐—ถ๐—ฑ๐—ฒ๐—ป๐˜๐—ถ๐—ณ๐˜†๐—ถ๐—ป๐—ด ๐˜๐—ต๐—ฒ ๐—ธ๐—ถ๐—ป๐—ฑ๐˜€ ๐—ผ๐—ณ ๐—ณ๐—ฟ๐—ฎ๐˜‚๐—ฑ ๐˜๐—ต๐—ฎ๐˜ ๐˜๐—ต๐—ฟ๐—ฒ๐—ฎ๐˜๐—ฒ๐—ป ๐—ผ๐—ป๐—น๐—ถ๐—ป๐—ฒ ๐—ฏ๐˜‚๐˜€๐—ถ๐—ป๐—ฒ๐˜€๐˜€๐—ฒ๐˜€ ๐—น๐—ถ๐—ธ๐—ฒ ๐˜†๐—ผ๐˜‚๐—ฟ๐˜€:
https://buff.ly/4hOEN8y

---------
For secure #outsourcing services trusted by global brands, elevate your business.
Contact us today: https://buff.ly/4fKNQpa

#WeSpeakYourLanguage
#InformationSecurity #InfoSec
#InternationalFraudAwarenessWeek
#FraudDetection #FraudAwarenessWeek
Open Access BPO 9 days ago
๐—˜๐—ฐ๐—ผ๐—บ๐—บ๐—ฒ๐—ฟ๐—ฐ๐—ฒ ๐—ฏ๐—ฟ๐—ฎ๐—ป๐—ฑ๐˜€ ๐—ฎ๐—ฟ๐—ฒ ๐—ฐ๐—ผ๐—ป๐˜€๐˜๐—ฎ๐—ป๐˜๐—น๐˜† ๐—ผ๐—ป ๐—ด๐˜‚๐—ฎ๐—ฟ๐—ฑ ๐—ฎ๐—ด๐—ฎ๐—ถ๐—ป๐˜€๐˜ ๐—ณ๐—ฟ๐—ฎ๐˜‚๐—ฑ๐˜€๐˜๐—ฒ๐—ฟ๐˜€. ๐—ช๐—ถ๐˜๐—ต ๐˜๐—ต๐—ฒ ๐˜€๐—ฎ๐—ณ๐—ฒ๐˜๐˜† ๐—ผ๐—ณ ๐˜๐—ต๐—ฒ๐—ถ๐—ฟ ๐—ฐ๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ๐˜€ ๐—ต๐—ฎ๐—ป๐—ด๐—ถ๐—ป๐—ด ๐—ถ๐—ป ๐˜๐—ต๐—ฒ ๐—ฏ๐—ฎ๐—น๐—ฎ๐—ป๐—ฐ๐—ฒ, ๐˜๐—ต๐—ฒ๐˜† ๐˜€๐—ต๐—ผ๐˜‚๐—น๐—ฑ ๐—ฏ๐—ฒ!

While internal security measures are crucial, there's strength in numbers.
Luckily, you don't have to face them alone.

#CallCenter outsourcing can be your secret weapon in the fight against these criminals.

Here's how #CallCenter outsourcing can be your reinforcement against these criminals: https://buff.ly/3Z0GZCa

----------
Partner with an #outsourcing partner that keeps #InfoSec a top priority alongside great #CustomerExperience: https://buff.ly/3YYV970

#WeSpeakYourLanguage
#InformationSecurity #InfoSec
#InternationalFraudAwarenessWeek
#FraudDetection #FraudAwarenessWeek
Open Access BPO 9 days ago
It's crucial to meet your customers' expectations, but sometimes unforeseen circumstances can get in the way.

Here's a quick guide on how to handle those challenging moments and come out stronger with our #CustomerSupport strategy: https://buff.ly/3O7gYLa

----------
Let's turn mishaps into opportunities: https://buff.ly/3O26Bsc

#WeSpeakYourLanguage
#CustomerExperience #CX #CSat
Open Access BPO 9 days ago
A positive word-of-mouth isn't the only benefit that #CustomerService has with your marketing.

It's a bit more complex than that, to be honest, but our blog can guide you through it all: https://buff.ly/3YZom1B

----------
Entrust your #outsourcing needs to a company that not only upholds your brand's message but propels you towards success.

Discover how we align with your vision: https://buff.ly/3UKZHLC

#WeSpeakYourLanguage