It is my pleasure to welcome you, Premium Social Customer’s friends!
Google Plus is a social network that is gaining more and more followers and companies are rapidly including it in their SMM strategy. It has about 540 million active followers, compared to 1230 million Facebook followers, yet growing fast enough especially in the younger age groups and new technologies lovers. There’s less interactivity on its brand pages because its use is still unknown for many of its followers. Yet it is highly recommended for brands to be present on it for many reasons such as SEO positioning and an excellent virality. I’ve made a study of Google Plus presence for several American and European companies in different sectors and I’ve found that many of them need to enhance their Social Customer Service on it. I don’t mention their names for professional discretion.
These are the tips on customer service on Google Plus brands need to follow:
1.-Do not open a brand page on G+ and leave it abandoned:
With few exceptions, customers interaction is not replied by brands as quickly as it should. If a brand is really interested to be present on G+, then it has to manage that account in the same way that it does with its accounts on Facebook or Twitter. We know that there are also cases of mismanagement on these other social networks but these are even more usual on Google Plus.
2.-When dealing with different countries, assist your customers in their language:
Of course your communication with your customers has to be in their own language. Consequently you need multilingual Community Managers.
3.-Make your feedback using the same channel (Google Plus):
If a customer wishes to contact a brand via G+, the response should be through the same channel. I’ve found the case of an airline passenger who complained because they offered to help him on Facebook since they considered their G+ account as promotional only and he had no account on that social network.
4.-Promote your Google Plus account:
It shows that it is alive, that you expect people to interact on it. Publish posts, ask questions, announce events, organise hangouts, open a community. Make it known online and offline that your brand has a page on that social network and promote it also on other Social Media channels.
5.-Use the Circles:
This is an awesome G+ advantage. You can create various circles and segment your messages to each target audience.
6.-Of course, use your experience on other Social Networks:
You can follow the same recommendations about Social Customer Service that I explained on my post 8 Steps for Effective Customer Service on Facebook.