How eCommerce Sellers Can Manage Social Media Conversations to Sell More

How eCommerce Sellers Can Manage Social Media Conversations to Sell More

Published on 2nd of May 2023

Due to the growing number of social media users, tons of potential and existing e-commerce buyers are now on these platforms.

Sellers need to become more adept at interacting with these customers based on the number of people using social media to market their services. This can lead to increased sales and revenue.

Businesspeople, store owners, and online marketers can sell more by managing social media conversations properly. This article will provide some tips to help you get started!

Below is a list of things you will need to succeed when selling online:

  • Quick replies to prospects and customers' messages

  • Genuine one-on-one interactions with your customers

  • Careful management of paid advertorials

  • Creation of customer-centric Facebook Groups

  • Joining LinkedIn groups

  • Finding new opportunities with LinkedIn notifications

  • Contributing to Twitter conversations about what you sell

We can now proceed with the details;

1. Quick replies to prospects and customers' messages

It's vital to provide your customers with ways to reach out to you. They want to hear from you and need a way of knowing that the customer service they receive will stick around.

While being quick to reply will prompt them to buy more from you, one way to keep your company relevant and ahead on social media is by implementing responsive and interactive customer service.

Some of the reasons people ask e-commerce sellers questions are;

  • To ask about products and services - this happens quite often.

  • To purchase the product.

  • To lodge complaints concerning a purchased item or service.

Online sellers must meet these demands to succeed, and you can use the following strategies to boost your results:

  • Route all social media activities to a single dashboard. This insight saves the time and effort of going through all your inbox messages and profiles notifications individually. Using social media management software will help with that. You can focus on other essential aspects of your business.

  • Rather than referring customers' inquiries to somewhere else, you need to address the complaint quickly. Customers hate this and consider it an annoying and frustrating process, so you should be proactive about the problem and address it immediately.

  • Make sure you ask for sensitive information on your website or via direct messages - don't ever ask customers to enter this type of information on a social media post. Let customers know that their replies have been sent to your inbox, and you’re working on it.

2. Genuine one-on-one interactions with your customers

woman facing on white counterAside from inbox messaging, comment sections are an excellent way for customers to reach out to sellers.

Their interaction is often better than what they would have if there was only an email form to communicate with. This is an excellent opportunity to serve customers better, and an intelligent seller should not miss it.

Most comment sections contain inquiries that can be answered automatically because they’re similar. So, automated replies will save you the time and effort of replying to multiple queries that ask the same questions.

These replies should be made with caution and insight into carefully-analyzed keywords and phrases. They should sound human-like - not artificial.

When you encounter difficult or uncommon inquiries, make sure to push through your response as soon as you can. It can be challenging to respond to queries that come in quickly and sometimes at different times but try your best to respond in a timely fashion.

3. Careful management of paid advertorials

Social media ads are quick, inexpensive, and deliver outstanding results. They can get more people to talk about your business and be the catalyst for generating leads and sales.

However, because of the increase in the number of comments underpaid posts, it can be challenging to manage these conversations.

Your brand gets exposed to many people, which could result in spam messages and unsolicited comments. You must be savvy enough to filter spam and keep an eye out for unwanted comments while leveraging increased reach.

The idea is to manage the ad carefully as these comments and engagements can dramatically improve product sales.

4. Creation of customer-centric Facebook Groups

Sellers need to gather prospects and customers in dedicated groups via Facebook Group. This will allow you to provide better service with timely responses.

With an active Facebook group, you can keep all sorts of customers updated on the status of your website, stock, or re-orders.

Buyers can share inside your FB group too. They can drop questions, ideas, inspirations and help each other when there isn't an agent to do so.

5. Joining LinkedIn groups

LinkedIn is one of the most popular social media platforms among professionals. With 500 users and 1.8 million groups, it’s easy to find something that interests you.

To find a group that can help you sell on this platform, search for topics related to your brand.

For instance, if you’re looking for university students, you can search for keywords such as admissions and scholarships. University groups, tribal student union groups, and other relevant groups could pop up.

When you start contributing to the groups on LinkedIn, more people will see your profile. The idea is to send connection invites when they do.

Consider changing the default message of your invitation to something like, "Hi, thank you for viewing my profile. Can we connect on LinkedIn?"

This way, you can initiate a conversation with anyone who has shown interest in your business.

6. Finding new prospects with LinkedIn notifications

You can use LinkedIn's Search feature to find profiles of people who'd be ideal customers for your service. You'll get a message when a profile that matches your perfect customer profile becomes active on the platform.

So, to get more leads on LinkedIn, use the search field at the top of the website and enter criteria for your ideal customer profile, such as industry or job title. Then click on the search button.

Once you recognize a potential customer, interact with them by sending them a connection invitation, initiating a conversation, providing value, and then advertising your brand to them – that's a win!

Of course, you can save the search by automating notifications.

7. Contributing to Twitter conversations about what you sell

Search for your brand on Twitter to see who is talking about you.

A Twitter feed search will show conversations that match the term you searched for. You can then start a conversation by retweeting or engaging with users' posts, asking questions, and adding suggestions to their posts.

This way, you provide value to potential customers - they will remember the service and think of you whenever they need it. This could lead to higher ROI and a more fruitful business.

Key takeaways

Traditional advertorials have been declining for a while, and attention has increasingly shifted to social media platforms. Sales have been increasingly driven through conversations on these platforms.

Managing conversations appropriately is of utmost importance for e-commerce sellers on social media. Doing so will allow you to have conversations with more awareness and will ultimately lead to you experiencing more sales.

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