International Webinar 2022 - Recession Proof business Strategies for 2023 – Part 12

Malaysian academics explained that one way to withstand a recession is to serve new customers. Where most of these new customers are currently the millennial generation who are connected to social media. Over 60% of customers consider fast problem resolution to be the most important part of good customer support. The faster and more efficient the solution is provided, the higher the level of customer satisfaction. This underlies the importance of social media customer service or professional social media customer service.


Social media customer service offers support via social networks, such as Instagram, Facebook and Twitter. Here are some ways you and your team can do to provide the best social media customer service for customers.

- Package Your Business Interestingly on Social Media.
Having an attractive appearance on social media is crucial for your digital presence. You can provide interesting information related to products to updates about your business on social media. If your target customers are avid news readers or people who are updated with the latest news, occasionally you can discuss various things that are being talked about or currently viral.

Customer interest in posts on social media will provide new insights. You can see what topics customers like, what products or services you can currently offer, and customer reviews of your business. Customers will trust your business more and more, even new customers will be interested in social media presence.


- Customer feedback response.
The existence of customer service on social media will help optimize responses to customer feedback. Customers will get the best service and feel valued. This is important to retain your customers to use the product continuously.

This feedback response must also be considered so that you can understand how consumers see the position of your competitors' products. This point will be important information to be able to create new opportunities and improve product quality.


- Interaction with Customers.
The role of customer service is not only limited to when customers need help. Having daily interactions with customers on social media can increase the closeness of your brand with customers. Casual interactions with customers open up opportunities for your product and business development by gathering your customers' feedback and expectations for your products and business.

Communicating Offers and Deals
Communication on social media is very important to influence customer decision making. You can provide attractive offers and special transaction convenience for customers who follow your business social media. Able to provide discounts, bonuses and gifts to customers.

With many choices of ways to pay online, you can provide easy transaction services. Cooperation with several payment applications is also an option that can be tried because you can offer cashback offers to customers. Don't forget to communicate this attractive offer through customer service.


- Use a Professional Website.
When you want to maximize social media customer service, you also have to prepare a professional website. Usually, after visiting social media, potential customers will look for the "main home" of your business, namely the website. You can work with the best digital marketing agency to build and optimize your website.

Apart from increasing customer confidence in your business, a professional website can also capture customer data to find out their demographics and interests. From this data you can maximize product development that is suitable for customers. Through the website, you can also provide updates or news about your business to customers.


Understanding some of the right ways to optimize customer service on social media is indeed very important. This method is a more effective and efficient way to interact with customers.


The above material was presented by a presenter from Malaysia in an international webinar held by STEKOM University in collaboration with Universities from Malaysia, PRC and various other parties. The title of the presentation brought by the presenter from Malaysia was "Recession-proof business strategies 2023: Malaysia's Economy Perspective." The presenter's name is Hafizah Abdul Rahim who is a senior lecturer and research fellow at the center of excellence for social innovation and sustainability, faculty of business and communication at Universiti Malaysia Perlis.