Meet John. John posted a question on the company’s Facebook page of his favorite granola bar regarding his pleasure with the product. Within 10 minutes, the company responded to John’s comment, including an online promotional code for his next purchase. John was thrilled with the response (and the freebie), solidifying his contentment with the company.

The example above happens every day to companies and their customers around the world, although sometimes the inquiries aren’t as positive. Regardless of the nature of the comment or question, customers feel satisfied when businesses take the time to respond on social media sites.

Your dealership’s customer service department most likely deals with face-to-face inquiries on a daily basis. However, the customer service side of things just went digital. Social media platforms – like your dealership’s Facebook, Twitter, and Instagram pages – serve as a great way to communicate with customers. If someone makes a comment on a photo that was recently posted, respond a quick message of thanks and gratitude. If someone asks a question, answer it. And if someone is displeased with a product or service, respond, then immediately reach out and ask what can be done to alleviate the situation.

Responding to social media inquiries is a great way to communicate, but what is almost as important as the response itself is how quickly you do it. If you wait a few days to respond, the customer may feel as if they aren’t important. If someone takes the time to type out a comment or question, your dealership should take the time to respond to it.

What happens when someone makes a comment during off-hours when your customer service department is off duty? It’s simple. Client ConneXion’s Response ConneXion handles inquiries 24/7. To learn more, visit our Response ConneXion tab, give us a call at 877-888-5948, or shoot us an email at sales@clientconnexion.com!