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Social media best practices for small business success​​ 

For businesses of all sizes, delivering a personalized experience over social media can be critical. However, limited resources can make it difficult for a small business to provide the seamless experience customers now expect.​​ 

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of consumers use social media messaging platforms to contact customer service.2​​ 

of consumers will switch to a competitor after just one bad experience.3​​ 

Personalize your social media strategy​​ 

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Be authentic​​ 

Tell unique stories about your business and products to build a closer connection with your biggest fans.​​ 

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Put chatbots to work​​ 

Use chatbots to answer common questions so people can get help instantly, freeing you to respond to more difficult inquiries.​​ 

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Be responsive​​ 

Social media monitoring can give valuable feedback on what customers think about your business and how you can improve.​​ 

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Analyze and learn​​ 

Social media analytics can help show what is working and ways to better target your desired customers.​​ 


How technology can help​​ 

Technology can help a small business augment and scale its social media team so customers get the help they need faster.​​ 

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Social engagement software can help you listen to and join relevant conversations as they’re happening.​​ 

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Chatbots can respond 24/7 to a wide variety of queries, reducing customer waiting times.​​ 

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Check out our Verizon Small Business Digital Ready tools for everything you need to grow your small business, including free online courses, coaching, peer networking and grants.​​ 

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  • The author of this content is a paid contributor for Verizon.​​ 
     

    1 Zendesk, CX Trends 2023.​​ 

    2 Hubspot, More Brands Are Using Social Media Messaging for Service, But Are Consumers Interested? March 2023.​​ 

    3 Zendesk, 51 Customer Service Statistics You Need to Know, February 13, 2024.​​ 

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