Social media has allowed people and companies to connect with each other in ways that weren’t possible before. In the past, companies hosted events or included small survey postcards in their products to elicit feedback from their customers. Social media radically changed that paradigm and now allows companies to listen in and talk to customers while they chatter about a company’s products or services.
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In fact, customers now expect companies to do just that. If a customer starts complaining about its products and services over social media, they expect the company to address their complaint quickly. However, how can a company possibly be aware of every customer complaining through social media? There’s too much information for any group of people to wade through.
The answer is digital tools.
Social Media Examiner recently introduced four social media tools that can drastically improve your company’s social media presence. These tools allow your company to scan multiple social media accounts for any mention of your product or service and then notify customer service representatives. If you’re not using a tool to help you with your social media marketing and customer service, give their article a read.