Can you imagine yourself without Google, or without being connected to your friends and family through the Internet? Probably not.
The dominance of the Internet and its influence on our lives is massive, especially due to online marketing. Currently, more than 4.57 billion people around the globe are connected to the ‘virtual’ world.
One of the main reasons people love the Internet is because it allows them to acquire information rather quickly. For example, prior to purchasing from you, your customers use the Internet to learn more about your company, products, and services. If they’re really interested in something, they may even reach out to you to ask a question.
Your responsibility as a business is to always do your best to answer them promptly and accurately. Before we help you answer all kinds of customer questions, let’s take a look at why social media is such a powerful tool.
Companies and individuals can achieve many great things by using social media in an organized and structured way. Below are some major advantages that social networks have:
As a rule of thumb, no question sent directly to your inbox or asked in social media comments should go unanswered. If you don’t answer these types of messages, your clients may feel ignored. In addition to that, you never know what positive results a simple acknowledgement can bring. Maybe a big sale, a gamechanger client, or a new business opportunity.
If you spot a particular question or a group of questions being asked more frequently than others, you should create a list of frequently asked questions and share the link with your customers who inquired about the topic. It’s best to try to personalize your communication a little, for example by greeting the sender, using their first name, and then pasting the answer after this simple customization. However, if your social media inbox receives thousands of questions per month, it may be more efficient to simply send users links to the corresponding answers.
It’s advisable to answer all questions from customers as fast as possible. Even if it’s not a complaint or a question that is critical for a user’s ability to use your product or service, your social media or customer service team should aim to answer questions within minutes of receiving them. Don’t forget that we live in a world of immediacy, in which customers are demanding and expecting immediate answers.
Ready to use our social media templates for questions about products and services?
Register for a free LiveAgent trial. It’s completely free, no credit card required. All you have to do is save our templates as canned messages, and you’re free to start responding to social media queries with one click!Free Trial
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