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Strengthen Business Customer Service with Social Media

How to start with social media for offering better social customer service solutions? this post will help you for everything.

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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.

Micheal Anderson

Micheal Anderson is a Web expert and blogger by hobby, currently he is working with Techmagnate in the Boston, USA.

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