While brands were quick to adopt Social Media as an effective marketing tool via commercial messages and advertising, customers also soon jumped on the opportunity to interact with the brand through private or public messages. Of late, Social Media is becoming a vital channel of communication for customer support purposes. It is because Social Media is fast and responsive. Customers, specially millennials, prefer highlighting their concerns via social media networking sites rather than over Live Chat Support or email support as it empowers them to voice their concerns in a public realm. Brands are more wary when customers approach them via social media because they don’t want to risk it going viral on social media. add further, with the growth of social media channels, customers get the power of praising or condemning any business based on their satisfaction.
Due to aforementioned reasons, businesses are realizing that neglecting social media is similar to offering unsatisfactory services to customers. Thus, engaging in social media customer service is the need of the hour. But, the question arises how to start with social media for offering better social customer service solutions?
Identifying the Audience – It is important to have clear understanding about your ideal target audiences. And who else other than customer service team can provide this information? It is because Customer Service Agents communicate with customers directly and listen to their opinions, concerns and their expectations from the company. Based on the inputs received from customer surveys, feedback forms and the points highlighted the Customer Support team, it becomes easy to create fictional personas of your targeted audiences
Selecting Right Social Media Platform – Facebook, Twitter, Instagram and LinkedIn are some of the most important social media networking sites. The chances that your target customers use all social media channels to address their concerns are low. Equally difficult it is for company to offer exceptional social media customer services on all social media channels Thus, take a strategic move by evaluating one or two social media channels used by your audiences and offer best customer service over those selected social media channels.
Facebook for Customer Service – Facebook tops the popularity chart when it comes to social media. Moreover, as per study of Accent Marketing, 82% customers expect companies to offer great customer service on Facebook. It is the most interactive medium for obtaining customers’ feedback, updating fans about company’s new product and service, achievement, seeking their opinion before launching any product, etc. You should allow access of your brand’s messenger box to your customer support agents and make sure that they are promptly replying to messages and comments and resolving issues in a timely manner. Response time is key. Usually, audience expects responses within one-hour window. Even if you do not know what to answer, leave a standard reply that “we are looking into the situation and will get as soon as possible”.
Instagram for Offering Customer Service – People think that Instagram helps in driving sales by generating leads. However, Instagram has potential to become an indispensable social media customer service tool. Lastly, connect your Instagram Direct Message to Facebook Messenger Inbox to manage everything at one interface in a better manner.
Twitter for Customer Service – Whether you like it or not, despite its limit on characters, Twitter has come about to be a serious platform for customer service. But remember not all customer support requests should be handled in public view. Do not forget to switch to Twitter’s Direct Message feature when you want to engage in a private discussion with the customer, specially when the topic is sensitive, getting escalated or when confidential information is involved.
Understand Formal Tone of Every Channel – No matter whichever channel you are employing for offering customer service, it is necessary to understand its unique tone, etiquette and limitations. One standard tone cannot work wonders for all social media channels. For instance, Twitter supports short and direct communication whereas Facebook communication can be longer. Similarly, Twitter users expect responses within 30 minutes, however Facebook users are comfortable even if response time may exceed to 90 minutes. Thus, ensure that marketing team as well as customer service department is well-versed with these facts, create social media promotional content accordingly.
Conclusion – In order to stay ahead in the competition, it is necessary to use social media for customer service. Moreover, for offering satisfactory social customer service solutions, choosing right social media channel and understanding its nuances are inevitable.
At LiveSalesman, a leading Multilingual Call Centre with over 18 years of experience, we provide Social Media Customer Service Support in over 30 European and Asian languages. Contact us if you wish to outsource your social media customer support.
VPN Surf Review
Virtual Private Server or VPN is known as one of the secure ways to access the internet. It protects your online privacy by creating a private network within the public internet. VPN Surf is one of the trusted VPN services that are ready to provide secure and private access to the internet from any device or location. Learn the details below before using this VPN service.
The Benefits of Using VPN Surf
The first benefit you can get when you are using this service is that the system helps to hide your identity and location. The main function of using a VPN is that there will be no one knows about your vital information such as IP address and personal data. As a result, you can limit the risk of identity theft or other cybercrimes by using your identity. Moreover, others can’t monitor your online activities. The next great thing about using VPN Surf is that you can access the internet anywhere and anytime you want. You can even do it in countries that have region-restricted rules. Due to this benefit, you can use the service to stream your favorite videos, movies, sites, and social media anywhere. Indeed, VPN service gives a great benefit for travelers who visit different countries with different internet connection rules. It doesn’t matter the location, you will always feel that you are using the internet at home. This VPN service also gives a special offer in which you can try to use the VPN before buying it. The service allows you to feel the benefits, so you are sure it works for you when you buy it.
VPN Surf Services
The company offers you two different VPN services. The first service is a premium VPN service. Premium service is using a sophisticated system that protects your identity and network data. You can try this service for 7 days before purchasing it. The second service is a premium VPN software. This service is suitable for business owners who have to keep connecting and protecting some people or employees anytime and anywhere they are surfing the web. You also have a chance to try this package for 7 days for free before purchasing it.
Compatible with Any Devices and Operating Systems
You can use this VPN service in various devices and operating systems. The service is compatible with Windows, Mac, Linux, Android, and iOS. Windows users get unlimited data transfer, along with 3 connections simultaneously. You can use 11 different server locations. Windows VPN service protects your identity and network data with the 256-bit encryption. It helps to protect from advertisers that send ads you don’t need, hackers, and even the government. Furthermore, the service is using a no-log policy. It means that they don’t log your online activities. You will get a 30 days free trial before buying it.
Android users can also use a VPN. The service gives you a high level of encryption to protect your IP address maximally. You will be anonymous anywhere you browse. The system helps to bypass censorships and restricted sites. As a result, you can download, stream, and surf faster. Even if there is an interruption, the system will reconnect automatically.
iOS users will also get the same service from this VPN provider. The VPN works to protect your network data when you are using public Wi-Fi, along with military-grade encryption. The system limits the risk of DNS and IPv6 leakage. The system will not disturb the connection speed. You will get the same benefits if you are using Mac and Linux.
VPN Surf offers a free VPN service for 3 months. You will get the same facilities and benefits just like the premium VPN service. Then, you can upgrade the service into premium service after 3 months. You only have to spend $5 per month and $15 per month for a business VPN. The premium VPN is suitable for up to 3 connections simultaneously whereas business VPN is suitable for up to 10 connections simultaneously. The premium version gives you a chance to try the service up to 30 days for free and 100 days free for the business VPN version. Both of them provide you with up to 10 servers in 5 different locations, including the USA, the United Kingdom, Germany, Canada, France, Romania, Australia, Denmark, Netherlands, Austria, and Singapore.
Nowadays, you don’t need to get confused about accessing the internet connection anywhere and anytime. It doesn’t matter your location even if the countries have geo-restricted rules. VPN Surf is a good solution to browse or stream your favorite sites, videos, movies, television shows, and other online services.