Do you want to know how to use social media to collect customer feedback?
The good news is that you may gather useful information about your customers by monitoring their social media activities. However, obtaining customer feedback helps you learn more about what they think about your company, your products, and your services than just the obvious likes and dislikes. It also enables you to assess where you may make improvements and how you compare to the competition.
In addition, using customer feedback allows your company to adopt a customer-first strategy, thereby turning your customers into the decision-makers of your business.
According to Statista, over 4.59 billion people are using social media worldwide. So, your personal social media usage is the key. In addition to your present fans, who are practically a captive audience, you can also discover that many of your customers are discussing your products online.
Furthermore, you may make your social media followers into a more effective and long-lasting focus group by incorporating a few simple techniques into your current social media strategy.
The only abilities needed are knowledge of what to share and where to look for it.
In this article, we'll cover all you need to know about how to use customer feedback on social media in the following sections.
It's more crucial than ever to collect customer feedback. Your audience can become a much more effective persistent focus group than you could have ever thought by simply adding a few simple strategies to your normal social media practice.
You simply need to know what to post and where to look. Here are 11 effective ways to collect customer feedback using your business’s social media channels.
One of the best ways to collect customer feedback is to distribute surveys. Live allows you to run fully automatized scripts, which will help you get customer feedback from any channel you prefer.
Simply including a link to a survey in a blog post, Facebook status, Tweet, Instagram post, or any other type of social media sharing will improve its visibility and ensure that many people will take that survey. Pose relevant questions related to your products, services, or overall customer experience. Encourage your followers to participate and share their opinions by casting their votes.
However, using social media to share links to your surveys will probably result in a massive response. The more platforms you share, the more responses you'll get, expanding your pool of potential respondents.
Keep an eye out for comments and mentions of your brand on social media. Customers frequently comment on posts or leave direct feedback about their experiences. Engaging in social listening allows you to provide immediate support and feedback to customers experiencing issues with your product or service, regardless of whether they contacted you for assistance. Additionally, monitoring competitor mentions can help capture customer dissatisfaction.
Pay close attention to both positive and negative comments to gauge customer sentiment and identify areas for improvement. Discover the source of their dissatisfaction and see if you can offer a better solution. In the best-case scenario, you may nurture them as a lead and transform them into your new favorite customers. At least, you can discover how to set yourself apart from the competition.
We are aware that incentives boost survey response rates. In addition, increasing engagement is a wonderful first step in gathering more customer feedback from more interested customers.
Implementing contests on your social media channels is a fantastic method to increase engagement. Use contests' attract to get customer feedback as well, for instance, allow followers to complete a survey to enter the contest.
Polls can be a little thorough. In fact, it's frequently preferable when they're simple and entertaining. A poll can give you feedback before the product's introduction, which is a terrific approach to test a prospective new design or service offering.
However, customers are always interested in contests, especially when you publish about and promote them on your social media.
A customer's feedback is most useful when it is highly personalized to the person giving it. Enable direct messaging options on your social media profiles.
Nowadays, almost all social media platforms include a direct messaging feature that allows businesses to speak with customers directly.
Followers can give input directly to a live person or automatically use conversational chatbots via private messages. Additionally, implement chatbots to facilitate automated responses and streamline the feedback collection process, ensuring a seamless user experience.
Instagram is one of the most underutilized yet crucial social media platforms available to businesses today. According to statistics, Instagram has over two billion monthly active users.
However, Instagram isn't just for posting pictures. The Stories feature makes it simple to get customer feedback on social media.
Furthermore, consider making a Story and polling your followers before you share something on Instagram. When you have a loyal following of potential customers, you may learn a lot from their reactions to your inquiries. Consider posing a fresh query each week to engage your audience and gather responses from your customers.
A potent way to get input is Facebook Messenger's chatbot. You can message followers who leave comments on your posts automatically using the autoresponder tool. You could program the bot to request feedback from users, ask them to fill out a survey, or even provide them with a coupon code or an invitation to subscribe to your newsletter.
The bot must also be interesting to get followers to respond. Focus on ways to engage your followers, such as with a joke, a limited-time offer, or other attention-grabbing messaging, rather than just randomly sending them a survey link.
It's time to use a survey chart to examine the customer feedback after you've gathered it. Sending out a survey is the greatest method to accomplish this because it allows customers to provide you with feedback in a simple way that doesn't require much thought, making them more likely to participate. Add a freebie incentive, and you'll have enough data to work with in no time.
Customer incentives are an efficient approach to boosting sales and fostering customer loyalty. However, they can also be utilized to get customer feedback.
It's easy to start a community or discussion board on your social network, and you might get a lot of feedback. However, a moderator and constant monitoring are required. The moderator is in charge of frequently posting and updating, responding to comments (both positive and negative) and starting and directing debates.
The best part of this strategy is that you get to know your customers on a personal level. You might even give them discounts and other benefits if they make another purchase from you, which would make them feel even more special. As a result of this contact, customer relationships are strengthened and fresh ideas and opinions are produced.
Monitor and analyze reviews on websites like Yelp, Google My Business, Facebook, and others that are dedicated to your industry on a regular basis. These reviews frequently offer in-depth comments and can identify trends or persistent problems that need to be fixed. In addition to enhancing your online reputation and increasing customer loyalty and retention, responding to customer reviews shows that you value their feedback.
On social media, you have followers who have expressed interest in what you have to offer. Live, interactive events are a fantastic opportunity to take advantage of the passion of community members.
Live broadcasts provide you the chance to establish personal connections with your viewers, while also developing a sense of community. You can learn how well your products have served your customers and what else they have in store for your business.
Furthermore, organize webinars or live Q&A sessions on websites like Instagram Live, Facebook Live, or YouTube. During the session, invite your audience to ask questions and offer feedback. This interactive approach promotes active participation and enables direct communication with your customers.
Utilize social media analytics tools to track and analyze engagement metrics, sentiment analysis, and trends. You may learn a lot from these metrics and insights about your social media performance, such as your reach, engagement, impressions, clicks, conversions, or sentiment.
However, these measurements and insights can be used to assess your service quality results, such as customer satisfaction, loyalty, retention, or advocacy. You may determine what works and what doesn't, optimize your social media strategy, and raise the standard and profitability of your services by examining social media analytics and insights.
The importance of customer feedback in figuring out your current worth and how you stack up against the competition in a market that is increasingly focused on the needs of the customer.
A large portion of your customers probably utilize social media. Moreover, one of the most inventive ways to collect customer feedback is through social media. Businesses can benefit greatly from using social media to get customer feedback. By putting these tactics into practice, you can take advantage of the insightful information that customers have to offer, empowering you to make decisions that will help your company expand while also improving customer satisfaction.
In addition, you'll be sure to hear from the people who are actually using your product or service if you use engaging postings, polls, social features, and other social media-based customer feedback collection methods. To make the most of the time you spend on social media, you can employ many different strategies.
Maintain a proactive, involved, and responsive attitude to create a solid feedback loop and promote a culture of continuous improvement.
Don't hesitate to get in touch with us today if you want to learn more about how the Live product family can help you to boost your global customer experience strategy.
Learn more about how the Live product family can help you support and improve your customer experience strategy.