Creating a seamless customer experience on social media encourages your audience to engage with your brand and stick around longer. To do this, you need to ensure that your brand and content are presented in a way that makes your customers feel seen, understood, and valued.
In this guide, we’ll explore practical tips to help you create a smooth and enjoyable customer experience on social media. Let’s dive in!
What does creating a seamless customer experience on social media mean?
A seamless customer experience on social media means making it easy for your audience to interact with your brand. This could be through quick replies to messages, consistent branding, or clear information across your platforms. The goal is to remove any obstacles and make sure your customers can get what they need without any hassle.
For example, if you find a brand on Instagram that shares quick exercise and meal-planning tips, you’d expect to:
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Quickly learn what the brand does and what they offer by checking their posts.
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Feel connected to the brand through their content and messaging.
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Get a fast and helpful reply if you DM them asking about their latest ebook.
When a brand delivers this kind of seamless experience, you’re more likely to follow them, sign up for their newsletter, and even make a purchase.
Why is creating a seamless customer experience on social media important?
Creating a seamless customer experience on social media helps build trust, keep customers interested, and boost customer loyalty.
When you make it easy for people to connect with your brand, they’re more likely to return to your profile time and time again. The more positive their experience is with your brand, the more likely they’ll remember and trust you, both of which are key to inspiring conversions.
By creating a seamless customer experience on social media, you can:
- Encourage organic sharing and recommendations
- Strengthen audience and customer relationships
- Skyrocket your brand’s online reputation
- Reduce friction in customer interactions
- Make your brand more approachable
- Boost customer retention effortlessly
- Foster a positive, lasting impression
How to create a seamless customer experience
Let’s take a look at five steps to create a seamless customer experience on social media.
1. Highlight Your Value
Why: It helps potential customers understand what you do, who you do it for, and if your brand is the right choice for their needs.
Ensure your target customers understand what you do and who you do it for as soon as they land on your social media profiles.
For instance, you could feature your brand’s value proposition:
- In a pinned post on Instagram
- In your LinkedIn bio
- In your YouTube intro video
For example, Nextiva features a funny video at the top of its YouTube channel about its call center software. (Don’t worry — no dogs were indeed on fire during the making of this video! 🙃)
The brand takes the viewer on a journey, showing how its AI-communication features keep up with a shopper interested in buying a purse by phone, text, and video call. Even though the shopper is on her way to the vet with a singed dog! 🔥🐶
This lighthearted video quickly shows the target customer what Nextiva does and how it can exceed their call center support needs.
2. Showcase Social Proof
Why: Builds trust with new leads and helps nudge bottom-of-the-funnel prospects to conversion.
Dedicating a section of your social media profiles to social proof will make it easy to trust your brand and boost conversion rates.
For example, you could add:
- Loyal customer success story videos on YouTube
- A testimonials section on LinkedIn
- A highlight on Instagram
For instance, the Aurit Center created an Instagram highlight called “Testimonials” to help its audience read through real customer experiences with its divorce mediators.
The brand builds credibility with its testimonials and positions itself as an empathetic and reliable partner during a challenging season in many people’s lives.
This vulnerable customer review shows prospects that there’s a light at the end of the tunnel if they partner with The Aurit Center. This could be the final nudge someone needs to contact the brand and try mediation.
3. Create Content Your Audience Loves
Why: It helps your audience feel seen, known, and understood. This keeps them coming back for more and inspires them to buy.
Plan social media content with your audience’s likes and interests in mind. In other words, give them a good reason to visit your profiles and engage with your brand.
For instance:
- If you’re a project manager and your audience loves productivity hacks, post your best time-management and prioritization tips.
- If you’re a business coach and your audience loves automation, post tons of content about creating automated processes.
- If you own a flower shop and your audience loves floral design, post design tutorials.
For example, history buffs loved this quiz by the Band of Brothers tour company, Beaches of Normandy.
The quiz was just posted on its Facebook page on August 7 and already has over 1,700 likes. The brand sees trivia posts like these get the highest reach because they’re super aligned with its target audience’s core interests: all things military history.
4. Provide Specific Solutions to Your Audience’s Problems
Why: It helps your ideal customers envision your brand solving their problems. This entices them to keep you top-of-mind and give your solutions a try.
Let your audience know you’ve created specific solutions to their pain points. (Bonus points if you can spark virality with humor or by hopping on a trend.)
For example, you could:
- Create carousel posts walking them through the different ways your solutions help them solve problems.
- Post informative or how-to videos that demonstrate your hyper-specific solutions.
- Post memes that capture attention (then explain your solution(s) in the caption)
For instance, customer authentication and authorization platform FusionAuth, uses humor to talk about how OAuth and passkeys can help solve authentication problems.
In a post on LinkedIn, it posted a funny platypus picture with an overlay that read, “If there’s one thing I know, it’s that passkeys are the future.”
The post’s caption gives more context and touches on the benefits of using passkeys.
This gives the brand an easy way to captivate its audience and share why it could be the answer the customer has been looking for.
5. Securely Connect Your Channels
Once you’ve chosen the channels to include in your omnichannel experience, make sure they work together smoothly so your customers can easily move between online and offline interactions.
To create a seamless experience, it’s important to make sure your customers’ information stays secure and easy to access. That’s where tools like OAuth come in. OAuth allows your customers to log in and use their data across different platforms without needing to share sensitive information like passwords.
Key Takeaways for a Seamless Customer Experience
You only have a few seconds to capture a new prospect’s attention when they’re viewing your social media profiles.
To entice them to stick around, position your branding in a way that helps them feel guided and supported along the customer journey.
Bonus Tip: Make sure to engage with users in the comments, ask them follow-up questions, and respond to DMs as soon as possible. Use a social listening tool to keep up with brand mentions and customer feedback so you never miss a beat.
And if you need a tool to help you plan, schedule, and link checkout pages to your content, you’ll love Plann. Try our all-in-one social media management suite for free now.
