Social Media business presence has much in common with the presence of individuals. Once someone clicks “Like” or “Follow” on your business page or profile, you are “friends”. In social media communication, it means you have to interact in order to reap the rewards.
More info on services and products:
People who ask for more information about your business on social media usually demand a quick and straightforward answer from you. Many businesses just refer to a page on their website and post a link to it, but that is not a good response. The person asking a question may be on a mobile device and could have issues running some websites, or maybe they just want information presented in a simple way, so it’s very likely that they have already checked these links before. Same goes for additional questions.
Complaints on Social Media:
Be aware that most businesses receive complaints to their websites and social media profiles. It’s not like a guestbook, the guestbooks never require its holders to respond to a complaint, as it’s not even meant to be a device of two-way communication. On social media, you have to be friendly even with those showing outbursts of anger. Try to calm down the situation and offer a reconciling solution. Ignoring a complaint or responding in a non-friendly manner will certainly exacerbate their anger. If your business serves a local area or a closed market, the word-of mouth will spread quickly and it may be a huge negative to your sales.
Mentioning competitors in a positive way:
Customers are always looking for the best possible solutions for their needs and problems. If they’re interested in your products or services they will also look for the same from your competitors. Some people cant’t resist telling you that products and services others offer have a superior value to yours. Take it as a suggestion. Try to examine the leading competitors and the way they satisfy their customers. Sometimes, people who praise your competitors actually want to say that your offer is still good, but they require you to offer what others do. Use this fact to improve your offer.
Never talk about competitors in a negative way, customers expect the market to improve, and not to see feuds among major players in a business while products and services aren’t improving.
Dare to ask first:
Once you get many friends on your Facebook or Twitter business account, you need to keep them up to date with your business’ activities. Ask them, occasionally, about their suggestions and ideas, post polls relevant to your business (which product or service you like the most; list several goods you still don’t offer and tell them that the one with most votes will be introduced). This will save you money, as it replaces expensive and time-consuming market research.