The Top 10 Business Limiting Social Media Mistakes Made By Law Firms - Mistake #6

The Top 10 Business Limiting Social Media Mistakes Made By Law Firms - Mistake #6 - No Customer Service

May 18, 2020

All too often, brands have great planned content with dedicated resource, but forget that the key to engagement is conversation – even brands you’d just assume had it down.

Answering and responding to comments is a massive part of the job. This is where you can actually interact on a 1-2-1 level with a customer, whether it’s helping with a pre-sales query, troubleshooting with a product question, responding to a complaint, or helping with an after-sales query. This highlights the need for dedicated resource even more.

WHAT SHOULD I DO?

- Always questions or queries – even if negative

- Don’t ever ignore a negative comment!

- Monitor brand and hashtag mentions (and misspells) regularly -most people get the handles wrong and you may never know about a mention

- Reshare, retweet, repin or repost content if mentions are positive e.g. blog reviews

- Providing useful content to help your followers based on FAQs

- Where relevant share other people’s content (particularly from influencers)

- Offer help in conversations where they can lend a hand

- Once you have answered the questions above, your editorial calendar should include dates and times you intend publish Tweet, Instagram and Facebook posts and blogs that you plan to use during your social media campaigns.