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5 Rules For Interacting With Customers in Social Media

Posted on May 22, 2013 by Jessica

Social media has emerged as one of the best ways to keep in touch with your customers. Yet it can be a little confusing to know how to do this in the most effective manner. Social media is, after all, supposed to be for socializing. How, then, can you best utilize it for business? Let's take a look at a few basic rules.

1. Identify Where to Focus Your Efforts
You should find out which social media networks are most likely to be used by your customers. You may want to use more than one, such as Facebook and Twitter. You don't, however, want to spread yourself too thin. It's best to find out where your customers are spending most of their time online and to follow them there.

2. Keep Mobile Users in Mind
More and more people are accessing the web via smartphone and other mobile devices. They often sign into social networks using apps. This means that you should tailor at least some of your content to mobile users. People on mobile devices are more likely to read shorter messages. They also cannot usually access flash.

3. Know Your Objectives
Do you want to use social media to extend your reach and get new customers? Do you want to use your Facebook page to help familiarize people with your products or services Or are you mainly using social media to develop better relations with your customers? These are some of the possible reasons why businesses use social media. The more focused you are on your specific goals, the better your results will be.

4. Separate Customer Service From Other Types of Interaction
You don't want your company's Facebook page, for example, to be full of technical questions or complaints. It's better to separate customer service from your general social media presence. That way, you can keep your main social pages full of positive, broader topics. You can still use social media for support (though that's not your only option), but in that case create a separate page or account for that purpose.

5. Connect Social Media to Your Website
As useful as social media sites can be, you should not neglect your company website. In fact, you can utilize social media to send traffic to your website (and vice versa). Since your social pages are mainly for informal interaction with customers, you can send people to your website for more detailed information.
What other rules do you follow when interacting with your customers within Social Media? Let us know in the comments below! 
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