Digital channels have put a lot of emphasis on the importance of offering excellent customer service. Consumers have been given more knowledge and choice; and to gain their loyalty, brands have been forced to compete with each other to exceed expectations and improve customer service on social media .
Social platforms like Facebook influence customers' online and offline purchases on a daily basis, and remind brands of the importance of providing the best customer service through different channels.
Improve your customer service channels on social media by following these tips:
1. Be transparent
Social media has given consumers more power by offering platforms on which they can express their opinions. For brands, this freedom of expression can be a double-edged sword.
There is no better advertising than a tweet from a happy customer about your product or service (99% of customers trust a recommendation from another customer, and only 33% trust advertisements.)
But just as a tweet has positive power, it can also have negative power. If a customer albania phone number a tweet to publicly say about a problem they had with your product or service, the impact can cause irreparable damage, hence the importance of customer service on social networks.
We recommend you read: Presence on social networks, a way to achieve success .
However, whether the tweet is negative or positive, you can use these interactions with the public to your advantage, it just depends on how you decide to act in these types of conversations.
Although it's tempting, avoid deleting negative comments your customers leave on your social media or blocking users. Doing so can make customers angrier and may even lead to a customer creating a new account to comment again (and this time the comment will almost certainly be worse).
Use a customer complaint as an opportunity to show interest in their needs, show them that you care and do what you can to satisfy them. Respond publicly, acknowledge the problem and confirm your desire to help. This will make other users see you as a brand that cares about and values its customers, and it will also make you stand out from your competition in customer service on social media.
Once you have publicly acknowledged the error, you can communicate with the customer personally via email or private messages.
Check out how an unsatisfied customer can help your business .
Be receptive
Your service hours may be Monday to Friday from 9 a.m. to 6 p.m., but if your organization decides to use social media as a customer service channel, you should consider that social media users are omnipresent and most of the time expect instant responses.
Most people who complain via Twitter expect a response from the organization's account within an hour, which shows that organizations that want social media to be one of their customer service channels must always be on the lookout.
If your organization has the resources, I recommend that you assign social media customer service and management responsibilities to more than one of your employees, as long as they both work with the same strategy and follow the brand's guidelines.
Set criteria that allow your social media managers to prioritize responses and conversations with customers. Encourage these employees to install the necessary applications on their phones so that they are always on the lookout and can respond to complaints or problems instantly. These applications can really help you.
- Board index
- All times are UTC
- Delete cookies
- Contact us