Maybe you’ve already dipped your toe in, or perhaps you’ve tried to avoid it up until now, preferring phone or face-to-face contact. But in these challenging times, social media can actually be a blessing.

It’s one of the easiest ways to reach out, stay in touch, and feel connected to the outside world.

Here’s some tips to get started:

Go where your customers are

Find out which social media platforms your customers are on, sign up, and start listening to what they’re talking about so you can join in. As an example, on Twitter an easy way to start is to follow your customers and other relevant people – you’ll soon find they’ll follow back.

Don’t forget the basics!

It may sound obvious, but your social media bio should clearly tell people who you are and what you do. Make sure you include your business contact details and a link to your website or landing page to make it easy for people to find you.

Be responsive

People are much more likely to contact you via social media, rather than ring or email and that includes complaints. And what’s more, as soon as they’ve shared that post, it’s visible to the public. So, what do you do? Don’t ignore it! Always respond quickly and politely exactly as you would if you were dealing with them face-to-face.

Show some personality

Ultimately, we’re social beings. People like to deal with people, not automated systems, so be yourself. Show your customers that there’s a real person behind the business and that person is you. Your social media is an extension of your physical premises (if you have one) and your website so keep things consistent but don’t be too formal or salesy!

Measure what’s working

You won’t know if you’re doing a good job unless you measure what works and what doesn’t. Most social media platforms like Twitter, Facebook and Instagram have free analytics tools which show you what kind of posts get the best responses, who’s responding and when and where.


We have webinars available to help businesses affected by COVID-19. The series will cover key topics considering COVID-19 and your business. Click here to find out more.

You can also find more tips and advice in our Information Hub or register for future Superfast Business Wales support.

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