How social media can help improve your customer service

As a law firm, the satisfaction of your clients is everything. It can literally make or break your business. Whether you won your client’s case or not, if they believe they were treated well, and that their concerns and ideas were listened to, then they’re still likely to say that they had a positive experience and recommend you to friends and family. 

Social media is a great tool that can be used to promote your business and specifically target those who might need your services – click here for more information on social media for law firms. It can help you to stand apart from your competitors and shows potential clients that you’re approachable. But did you know that it’s also a great customer service tool that you can use to your advantage? 

Want to know more? Read on for more information on how social media can help improve your customer service.

You can respond to queries faster

Instead of clients being stuck on hold for hours or waiting for you to call them back, potential clients can simply ask you a question directly via social network messaging apps or even put their questions to you via the comments section of your posts. Wherever they decide to get in touch, you can quickly answer any question they have at the touch of a few buttons. If others can see how promptly you reply then they may also be inclined to reach out to you too.

You can respond to complaints

If someone does leave you a negative review on your Facebook page, you won’t be able to remove it. However, you are given the option to respond to reviews and extend your apologies and handle the issue directly and sensitively. Potential clients need to see how well you respond to criticism and what working with you might be like. 

Create a strong community

If you regularly post answers to questions and provide information about certain subjects, it’s amazing how quickly your follower numbers will begin to rise. The number of comments in your posts will begin to increase, and so will the questions and queries that you’ll need to answer.

Be personal

Social media is a personal platform, so ensure that you’re using the same approach when you deal with clients. By referring to the client by their name, thanking them for their query, and adding that personal touch, you’re more likely to come across as a competent and reliable source of information that they will return to and recommend to others. 

And finally…You can combat negativity directly

Of course, you can anticipate some negativity on your posts. But it’s important to embrace it rather than delete and deflect. Always remain positive and ensure that you’re listening to what the issue is rather than ignoring the issue and allowing it to go unnoticed. 

 

This is an article provided by our partners’ network. It does not reflect the views or opinions of our editorial team and management.

Contributed content 

Comments are closed.