Unfortunately, many companies are starting to believe that Social Media (especially Twitter and Facebook) are the silver bullet to solve all their customer service problems. Even if you have set up an account, and are monitoring your social media chatter, it doesn't mean that you will solve your problems.
Even if you have Twitter set up. it won't fix all. What you need.
1) Fix the problem
If you are getting overwhelmed with traffic, perhaps you have real world problems.
2) Track Patterns
If you see patterns of comments, work on identifying the pattern.
3) Talk back
If you r customers are talking about your brand, talk back to them. It's OK to track and find patterns, but you need to talk back (and not just to positive comments).
4) Apply 'old school' rules of interaction
Eventually the interaction comes down to one human being with another. Social media is no different.
5) It's just another conversation
In the end, social media is just another form of conversation. Telephone extended face-to-face conversation, the phone extended that conversation, and the internet went another step. Social media is just and amplification of old conversations, nothing magic.
Social media is not a passive pursuit for organisations. Although it s new, it is the same.
Are you your social media strategy active?
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