Inbound Marketing + Sales Blog

December 5, 2014

Remarkable Social Customer Service Techniques During the Holidays

2 min read

Written by: Olivia Perek  |  Share:

Holiday_Customer_ServiceFor marketers, we spend lots of our time focusing on attracting qualified visitors to our website, to then 'wow' them and convert them into leads, and deliver them to sales who will turn them into opportunities and ultimately, happy customers.

But since so much of our efforts are geared toward generating new business, sometimes staying connected with current customers falls by the wayside.

While, you're  more likely to retain a customer than generate a new one, doing so requires additional time and resources. You need to create content specific to your customers  and thankfully, the holidays are a perfect time to work on your content and engage and delight your customers.

But how? Social media is a great place to start. Social media is one of the most time efficient and effective ways to connect with your customers, plus it's a great way to get your entire team involved. In this post we will discuss:

  • Why software companies should be using social media
  • Different techniques to WOW customers and strengthen relationships

SaaS meet Social

Did you know, on Twitter alone, there are 284 million active monthly users? That's a lot of people - many of which are likely your potential or current customers, especially as a software company. In addition to Twitter, Facebook and LinkedIn make up a trifecta of social heavyweights that are most frequently used by B2B companies, including software. With so much of your customer-base living on social media, it needs to be a tool you're actively utilizing. 

As a software company, you're consistently measuring  churn, striving to maintain a low churn rate. To do so, you need to keep customers happy and satisfied. Along with typical inbound strategies (email, blogging, content offers), social media is another way to promote your content and have conversations with customers.

Check out these stats and facts on software companies (mainly SMB) social media usage:

  • 48% post more than once per week on Twitter
  • 45% post more than 4 times a month on LinkedIn
  • As revenue increases, time put toward social media increases
  • 51% of the content B2B software companies share on Facebook is owned content (self-created blog posts, whitepapers, case studies, ebooks, etc.)
  • B2B software SMBs tend to treat LinkedIn similarly to Facebook for content posting
By utilizing social media for customer service, you're able to:
  1. Answer questions quicker
  2. Address issues and concerns transparently
  3. Celebrate customer achievements

Remarkable Customer Service Techniques During the Holidays for B2B

During the holidays, you'll find yourself presented with numerous opportunities to provide amazing customer care; inspired by Inc, here are eight marketing experts' sage holiday marketing advice.

Take the advice of these experts and run like the wind - get creative and really dive into the ways you can engage and delight your customers this holiday season. You'll establish and strengthen your relationships while making your overall brand much more approachable. What a great way to start off the new year!

What'd you think of these opportunities and techniques to providing customer service during the holidays? Leave a comment below!

 

social-prospecting

Topics: Demand Generation

About The Author

Olivia is a Principal Inbound Strategist who focuses on lead generation and marketing and sales alignment. She excels at helping clients identify, build and execute scalable demand generation strategies using the HubSpot ecosystem.

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