Social media for startups: A tool for building better customer relationships

Faith Ocampo Published on July 1, 2016 Last updated on December 14, 2020

In today’s business landscape, making every conversation count is the key to success, and leaving social media out of the picture is not an option.

Many customers prefer to use Facebook or Twitter to contact brands simply because they’re easy to use. These sites are accessible with just a flick or a tap of the finger on an internet-enabled device.

people chatting calling talking inside smartphones

The mobile app versions of these sites, a feature that greatly adds convenience, attract millions upon millions of users. In fact, as of January 2020, the number of social media users around the world has risen to 3.80 billion, and more than five billion are using mobile as the point of access.

Brands of all sizes have started to embrace this trend. According to an article published on AdWeek, 91% of retailers juggle two or more social media channels to keep in touch with customers. By penetrating customers’ online social circle, businesses weave themselves into people’s everyday lives. For small businesses and startups, this is a great opportunity to create brand awareness and provide customer service.

However, although auspicious, social networking comes with big challenges particularly for budding entrepreneurs. If used the right way, however, it can be a powerful tool for building customer relationships that will last. For starters, remember these when interacting with your target audience on social networking sites.

  1. Engaging the audience in conversations

    businessman brand customer support agent speaking to demographic with bullhorn megaphone
    You may find yourself overpowered by social noise, and the challenge is to come up with a message that cuts through. This message should capture the interest of your target audience and make them want to talk to you.

    But how can you do that when you have hundreds, maybe even thousands, of competitors who are trying to do the same thing?

    Staying true to who you are as a brand and then showcasing what makes you unique can be a powerful strategy. Make sure that every detail on your social profile reflects the exact image that you want your target customers to see. If people feel like they know your organization at a deeper level, they’ll want to build a relationship with you.

  2. Responding to customers

    customer service team talking to customers on social media app
    Effective customer management is determined by your ability to respond to customers properly. All types of social media comments, be they positive or negative, warrant two things: acknowledgment and action.

    Instead of being aggressive, try to be assertive. And instead of projecting a spotless image, own up to your mistakes and show that you are striving to meet customers’ expectations. By creating a brand that people can trust, you can build better customer relationships.

  3. Monitoring and listening

    customer care team analyzing social media conversations
    Many, if not all, small businesses use social networking sites for two purposes: social media marketing and customer service. They can’t win at both without proper monitoring and social listening. In this context, monitoring entails tracking the interactions between brands and their customers. It also includes keeping tabs on the progress of your social campaigns as well as the feedback you generate from your followers.

    Social listening, on the other hand, is closely related to monitoring. However, it’s focus is on extracting insights and analyzing feedback trends so that managers can provide customer-centric services.

  4. Optimizing customers’ social media experience

    customer support agent helping consumer over social media smartphone
    Efficient and fast problem resolution is the key to optimizing the brand-customer interaction on social channels. Brands must also expand the customer service options of consumers by connecting social platforms to other communication channels like email, SMS, and voice calls. Widening the customers’ array of choices is one of the best ways to empower them.

Open Access BPO understands there’s often too much on a startup’s plate and a lot is riding on whether or not it can effectively market the brand while providing support via social media. So, get in touch with us and we’ll help you free up some time to concentrate on the more important functions of your business.

 

Join us on facebook
Open Access BPO 18 hours ago
Open Access BPO 20 hours ago
Open Access BPO 3 days ago
We're stepping into the future.

The next chapter of Open Access BPO is almost here.

Be part of it.
Open Access BPO 6 days ago
Over the years, you've known us as a trusted BPO partner. Now, we're stepping into the next chapter, just beneath the surface.

Fresh, thoughtful, and ready for what's ahead.

Be there to see whatโ€™s next.
Open Access BPO 41 days ago
For global businesses, #outsourcing has evolved beyond a cost-saving measure into a strategic pillar for building true business resilience.

๐—” ๐—ฟ๐—ฒ๐˜€๐—ถ๐—น๐—ถ๐—ฒ๐—ป๐˜ ๐—ผ๐—ฟ๐—ด๐—ฎ๐—ป๐—ถ๐˜‡๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—ถ๐˜€ ๐—ผ๐—ป๐—ฒ ๐˜๐—ต๐—ฎ๐˜ ๐—ป๐—ผ๐˜ ๐—ผ๐—ป๐—น๐˜† ๐˜„๐—ฒ๐—ฎ๐˜๐—ต๐—ฒ๐—ฟ๐˜€ ๐—ฑ๐—ถ๐˜€๐—ฟ๐˜‚๐—ฝ๐˜๐—ถ๐—ผ๐—ป๐˜€ ๐—ฏ๐˜‚๐˜ ๐—ฎ๐—น๐˜€๐—ผ ๐—ฎ๐—ฑ๐—ฎ๐—ฝ๐˜๐˜€ ๐—ฎ๐—ป๐—ฑ ๐—ฒ๐—บ๐—ฒ๐—ฟ๐—ด๐—ฒ๐˜€ ๐˜€๐˜๐—ฟ๐—ผ๐—ป๐—ด๐—ฒ๐—ฟ.

โ“ How do you future-proof your business in an unpredictable market?
โ“ What is your approach to building a business that is built to last in an unpredictable market?

Learn more about creating an unbreakable business model, continue the conversation with us over at: https://buff.ly/N4b8hOD

________________________________
Brands trust Open Access BPO in building resilience, with our customized solutions and a diverse, multilingual workforce that strengthens their operations.

Don't wait for the next market shiftโ€”connect with us now to start building your unbreakable business:
https://buff.ly/rWaK05N

#WeSpeakYourLanguage
#PhilippineCallCenters #BusinessContinuity
#BusinessResilience #StrategicOutsourcing
#B2B #FutureProofing #BusinessAgility
Open Access BPO 56 days ago
Disasters can happen at any time. So, if you're thinking about #outsourcing to a #CallCenter.

The best thing you can do to ensure your ops' resilience is to choose an #OutsourcingPartner with robust #DisasterRecover and #BusinessContinuity strategies.

Here's why and how (plus tips for implementing a successful outsourcing strategy):
https://buff.ly/Zf9nscz

โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”
Open Access BPO's commitment extends beyond exceptional #CX.

Our robust information security strategy ensure the protection of your data, even in times of disaster: https://buff.ly/TVHntWT

#WeSpeakYourLanugage
#PhilippineCallCenters #DisasterPreparedness
#BusinessResilience #RiskManagement
#CrisisManagement #EmployeeSafety