By: Lee Ann Jackson September 21, 2023

Social media is such an integral part of our lives . . . it’s no surprise that so many users rely on it to interact with brands.  Nowadays, it’s more important than ever to connect with your listeners on the channels they use.  If done well, social media customer service can be a great way to build relationships.

What is Social Media Customer Service?

Social media customer service offers support through social platforms.  It allows brands to communicate with followers on their most used channels and answer questions or address a matter quickly.

Why Should You Incorporate Social Media Customer Service into Your Radio Station’s Social Strategy?

  • People and business exchange 20 billion messages a month on Facebook Messenger alone.
  • 47% of consumers have increased their usage of digital communication tools this past year.
  • 77% of people agree that good customer service is vital to earning their brand loyalty.

Social Media Customer Service Tips

Be Proactive: Keep an eye on your mentions, comments and replies.

Make It Personal: Take opportunities to move the dialogue away from formality and towards community – personalizing how you interact is a great way to make that happen.  One way to do this is to respond to people using their name and include your name (or initials).

Always Respond: Whether the person inquiring or posting a comment is a loyal station listener or they just happened on your station, respond and you open the door to communication which may lead to deepening an existing relationship or affirm a new listener.

Communication on social is key and social media customer service is one of the best ways for you to grow your digital relationships.  With the right strategy, you’ll be sure not to overlook an opportunity to make a new connection or cultivate an existing one – and in the process, potentially grow your radio station and social media audiences.



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