How to go above & beyond in Social Media Customer Service?

Thank You all very much for your participation, i agree with you Sirs/Madams.

Did you know that25% of consumers who complain to brands on Facebook or Twitter expect a response within an hour, 

You’ll likely lose respect and loyalty from a client if their questions and complaints aren’t dealt with in a short window of time.

"Morton’s Steakhouse knows what I’m talking about. A while back, the upscale steak chain delivered a joking customer a free steak at an airport. The tweeter wrote, “Hey @Mortons – can you meet me at Newark airport with a porterhouse when I land in two hours? K, thanks.” And, to the customer’s surprise, Morton’s did just that!

The result? An explosion of PR coverage and positive press for the steak chain. The fact that this occurred in2011 and I’m still gushing over it just shows how momentous positive social customer service can be for a business’ reputation.

 steps to build loyal customers through social media:

-  Assign a Social Media First-Responder

- Create a Troubleshooting Library

-  Turn Your Customers into Brand Ambassadors Through Creative Tactics

- Create a List of Your Customers & Engage with them Regularly                    

The answers were complete. Just want to add that all human requirements may not be satisfied by the social media. Which is mainly through chat and email.   Otherwise there would be no need for voice support to create promoters. Not automated voice ,but comprehensive human voice not reading from the script. 

Step #1: Assign a Social Media First-Responder

I understand that you might not have the budget to hire a new employee for this role, but you do need a socially active employee who is capable of responding and monitoring each one of your brand’s social channels.

As I explained above, customers (and leads) expect answers in real-time. A long lag between a tweet at your handle and your response will lead to high levels of frustration from your previously happy customer. Your social media first-responder should have notifications coming into their phone, and the ability to check in on each channel several times per day.

Step #2: Create a Troubleshooting Library

Common issues are going to occur no matter what industry you’re in, whether it be a bug in your software or a complaint about the delivery time for an e-commerce purchase. Make a detailed library of common occurrences with notes on how to handle each scenario. If the issue can’t be resolved overnight, let the user know this. Keep the lines of communication active, and send a private message with details on next steps (perhaps getting them in touch with support or scheduling a phone call to resolve the problem).

Step #3: Turn Your Customers into Brand Ambassadors Through Creative Tactics

You also need to think about the customers that aren’t likely to engage with your brand unless they have an issue. The last thing you want is people to only contact you under tense circumstances. How do you combat this? Turn on those creative juices and run intriguing contests and giveaways. Start a hashtag movement, ask engaging questions, and use humor through your social copy, images, and videos.

If you can spur your followers to positively interact with your brand, they’ll graduate from happy customers to brand promoters.  

Step #4: Create a List of Your Customers & Engage with them Regularly

Keep track of who engages with your brand, who actively follows you, and the customers that spend lots of time on social media (which is likely the majority of them). Create lists of these customers, and return the love to them by retweeting or sharing their content, liking their posts, and commenting from time to time to show them how awesome they are. Making your customers feel loved goes a long way, although tread lightly with less happy customers; overdoing it with regular engagement might push them over the edge (nobody likes a suck-up!).

Agreed to the experts........................ Thanks for the invitation.........................

First of all ....What are you selling ... how big is your organization ... what kind of funding do you have ... are you setting up a website ... do use Twitter or Facebook ... can you afford advertising on radio or TV or do you have a digital catalog of your products?

Do you have a programmer to set you up a website or do you have to do this?  

The companies I have worked for had digital and hard copies of manual and catalogs, our website have been created by our IT Department, when a customer found what he/she were looking for they usually contacted our sales department for more information and pricing ... at this point a sales person visited the client or the client came to the plant ...

It all depends how visible you want to be 

I fully agree with the answer been added by Vinod Jetley......................Thanks.