Social media customer service is repetitive — the same questions and requests pop up over and over again. Typing out the same response every time is tiring, time-consuming, and overwhelming routine work that can be avoided by using pre-defined replies. Below are some hands-on tips along with ready-made social media service templates that you can adapt, personalize, and use whenever your customers turn to social media for customer support.
Nearly 70% of complaints made by customers on social media are ignored. Take advantage of social media monitoring tools that make it easier to keep track of all brand mentions, comments, and messages as soon as they appear.
Since social media is seen as an “always-on” platform, consumers naturally expect brands to respond as quickly as possible. According to a study by The Social Habit, 42% of consumers expect a response on social media within 60 minutes, and 32% expect a response within 30 minutes.
Deleting a negative comment in order to preserve your virtual image will only further frustrate a complainer and damage the relationship you have with them. The only exception is when comments clearly spam or in violation of posted community guidelines.
Use the right tone of voice that is tailored to match each particular case. Does the customer use casual language and slang? It might be okay to reciprocate. Does the customer sound frustrated? It’s better to use a tone that’s empathetic and reassuring. JetBlue is an example of a brand that does it really well.
In case of mass issues or outages, there is no need to respond to every message as it would be extremely time-consuming and ineffective. When many customers are affected by a single issue, it makes sense to provide only public status updates that will reach everyone.
Not every conversation on social media has to be public. Switching to private messaging works best when you need customer’s personal information (email, order number, etc.), a thorough explanation of the issue to assist them, or if the conversation is getting tense.
The best way to manage social media customer service is to connect it with your help desk software. As a result, your agents will be able to effectively and efficiently handle all kinds of inquiries from one interface.
Negative comments from customers can affect the success of your business. If you’re a company representative, you should handle negative comments on social media by acknowledging the complaint, providing a solution, and never taking things personally.
Customer care is the provision of services to customers before, during, or after the sale of a product. On the other hand, it can also be a department within a company that is responsible for this.
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