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I often get asked questions like, “What am I supposed to do with a direct message on Twitter?” My response, “What do you do when somebody calls your business?” If someone direct messages you on Twitter, send an email alert to that same employee and have him or her reply back to the direct message. Simply mirror your internal company processes with your online presence to increase engagement.
Keeping reading below or watch the video to learn more:
- With a little thought, you can easily come up with simple processes to mirror your in-store customer service, referral programs, loyalty rewards and much more through your website and social media channels.
- Don’t be afraid to let employees interact with customers online. You are willing to let an employee interact with your customers face to face while completely outside of your control and observation. So why are you afraid to give that same employee your Twitter or Facebook log in where you will see everything he or she posts and can even delete it?
- One of the most common ways to engage people on a website is through comments.
- When you write a new post or a new online article of some kind, always do your best to end that article with a question and encourage people to post comments.
- Make sure you respond to every comment.
- Consider a plug in for “Live Chat” where customers can ask questions right from your website. This is a lot easier than you might think, and you can respond via text message. Also, you can set up operating hours just like your business. There is no reason to accept a live chat at 1 a.m. if you are not open during that time at your store. Someone can leave a message to which you or your employees can respond the next day.
- My final tip today for online engagement is Twitter “advanced search.” This allows you to search for specific people in your area by targeting just one word or phrase in a tweet. An example: if you sell clothing, you can monitor the local conversation on twitter regarding “fashion” and jump in to answer questions or connect with potential clients.
I hope you enjoyed these short tips!
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