5 Tips: Customer Service on Social Media
Make your customers the top priority and they take care of you! Customer service on social is literally a life-changing topic that deserves a whole conversation on its own. Brands thrive when their customer service is top-notch whereas things begin to unravel when businesses lack the right touch.
Gone are the days when customer care meant emails and call centres alone. Now with the help of social media, raves and rants are displayed publicly and your brand either takes off or crashes down at lightning speeds.
Studies show that social media is the preferred choice for communication and customer care nowadays. Start leveraging the power of communication through social media and see your client relationships grow stronger every day. We have the perfect guide below to steer you in the right direction!
1) Quick Response Time
No one likes to wait. Period. Respond to inquiries, reviews, and complaints as quickly as possible.
2) Resolving social media posts publicly or privately
Negative comments come around all the time and knowing when conversations should become private can go a long way. Public comments on Instagram posts, Facebook posts/reviews, and Twitter can go viral instantly. Determine which conversations should be moved to a direct message, email, or phone.
Process of taking conversations offline:
Respond to the post in a positive and friendly way
Provide detail instructions for the next steps
Inform the customer that a DM has been sent to them
Provide the email address or telephone number to reach out to
Responding to DMs:
Reply to the sender and acknowledge their concerns
For messages that require more research, respond immediately and let the sender know that an answer is coming shortly
Messages that don’t have questions still warrants a reply
3) Respond to all feedback, questions, and comments
Customers want to be heard and acknowledging all communication that is sent over social is very important
Be just as attentive on social as if the client walks into your store
4) Make it personal
Start with a hello and your customer’s name and end with your name or initials
5) Killing it with positivity
Customer complaints on social are viewed by everyone and staying positive will help create support from your followers who read the comments
Review past negative emails/interactions and create 1-3 positive responses to tackle future challenges
Showing empathy and valuing your customer’s concerns goes a long way when trying to turn around a 1-star review
Staying on top of customer service has always been a priority for any business. The only thing that has changed recently is the channels in which we communicate. Make customer care on social media your brand’s top priority this year and see immediate results! Let us know what’s on your mind and what you would like to learn more about! We would love to hear from you!