Social interactions are increasing and itís becoming an apparent opportunity to encash. However, only few know how to use this as a marketing channel to promote & market their products. Additionally, the increased dealings at the social level cannot be neglected as it possesses the same effect as any business mails or phone calls.
A report generated by research organization Gartner states the increased usage of social media by 2014. Companies operating an online business need to acknowledge this fact and respond to the queries & postings made on the social media channels.
Any irregularity or slackness displayed in the social media channel tantamount to decrease in the turnaround rate of the online customers. Itís important to have a social media handling functionality in the organization. The research organization suggests that companies must have a scheme to handle commentaries on the social front.
Organizations must have dedicated teams for conceptualizing operating procedures to deal social media inquiries including the situations in which they need to respond to them. Harsh comments must be handled and accepted publicly in the medium itself. However, online retailers should try to resolve such issues offline.
There are certain things that organizations must adopt:
- Organizations must adopt the social media channel as abstaining from it with a fear of getting negative feedbacks losses important marketing channel.
- Standard & customized responses must be compiled as per the various interactions with the online customers.
- Devise a plan for customer interaction and make necessary changes in the industry’s best practices for social media.
Administering social media is a formidable task because of involvement of unpredictable human nature. Implementing & generating returns in such a process is hard to quantify. However, it’s the businesses that care about the comments posted on the social media channels. Online customers don’t care about the responses or the returns generated.