outstanding customer service

Last week Bryce, our Sales and Marketing Coordinator, and I walked around Carlsbad Village to meet some local retailers in our area. It was a sunny, warm California day and you could smell the saltwater in the air (did I mention our office is across the street from the beach?). All in all, it was a great day! We met with some awesome people and left a helpful free resource, but one encounter stood out to me the most – and not in the best way. Which is why I have to ask…Are you missing out on sales by not doing this one, no-brainer thing?

By the way, I want to preface this for anyone new to the Crystal Media blog, I (Pauline) do NOT make videos, I prefer to write. But I am so passionate about this topic I thought it was best to film it.

Want the free Social Sharing Guide we were handing out? Click here to download it now.

With two weeks to go before Christmas, the pressure is on for customers to find the perfect gift. This can lead to questions that they’re going to want to be answered fast. More and more consumers are turning to social media channels with their customer service questions, and you don’t want to leave them with a bad experience because you missed their inquiry by not checking your inboxes.

Watch the full episode:

Consumers may be more likely to message you on social if they’re already on your profile than to shoot you an email or to call the store. Make sure you have someone on your team monitoring your social channels for all customer service related questions. They should be looking at your Facebook inbox, Instagram direct messages, the comments section of all posts, and the other platforms you use to interact with your customers. Ideally, this can be done from a store tablet, computer or mobile device.

If you can’t always be around a tablet or computer to answer questions as they come in don’t worry! You can learn more about turning on your Facebook Response Assitant in episode 68 of The Modern Marketing Show. This is your customer service secret weapon to providing exceptional customer service even when you’re not around.

Remember, having exceptional customer service matters. Today’s consumer is able to interact with their favorite businesses in many different ways across all sorts of mediums. They also expect each interaction to be a positive one, so don’t let a poor experience drive your customers business elsewhere especially during the holidays.

You can catch new episodes of The Modern Marketing Show every Monday at 10 a.m PST on our Facebook Page. Replays will be available on the blog each week.