Social media customer service templates
Social media customer service is repetitive โ 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.
Best practices for responding to social media mentions and comments
Donโt ignore customer complaints
Nearly 70% ofย complaintsย made by customers onย social mediaย areย 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.ย
Respond immediately (speed matters in social support)
Since social media is seen as an โalways-onโ platform, consumers naturally expect brands to respond as quickly as possible. According to a study byย The Social Habit, 42% of consumers expect a response on social media within 60 minutes, and 32% expect a response within 30 minutes.
Donโt delete (or hide) negative comments
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.
Sense the tone
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? Itโs better to use a tone thatโs empathetic and reassuring. JetBlue is an example of a brand that does it really well.
You donโt always need to respond to everyone
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.
Know when to take it โofflineโ
Not every conversation on social media has to be public. Switching to private messaging works best when you need customerโs personal information (email, order number, etc.), a thorough explanation of the issue to assist them, or if the conversation is getting tense.
Social media customer service response template examples
Responding to information requests
โ@name, thanks for reaching out. We have many different plans, so please email our billing team at (email address) and our agents will be happy to help you with any pricing information you need and will advise on the best plan for your business.โ
โ@name, weโve got your back! Check out this article to get your software up and running: (link). If anything is still unclear, just let us know, weโll be happy to help.โ
โHello @name, thanks for your interest in our services. If you provide us with your e-mail address, we can send you comprehensive information on our offers and prices.โ
โ@name, thanks for reaching out. Yes, we offer (services). If you provide us with your e-mail address we will be glad to send you comprehensive information on the terms and conditions of service as well as our prices.โ
โThank you for your inquiry. Today weโre open from 9:00 am to 6:00 pm. We are looking forward to your visit.โ
โOur office is closed from the 23rd- 25th of December. Afterwards we are there for you again. Are there any other questions I may help you with?โ
Responding to service requests
โHello @name, thank you for your inquiry. We will look into your problem and contact you immediately with a resolution. Regards, (Name).โ
โ@name, I apologize for the delay. We have received your information and we are working to get your order to you as soon as possible. Thank you for your patience.โ
โHi @name, thanks for letting us know about this. Please DM us more details about the issue, so we can take a look into this for you right away.โ
โHey @name, thanks for informing us know about this issue. Weโll make sure this
gets shared with the right people here at (Company). Iโll let you know as soon as itโs fixed. โ
โThatโs certainly not what we like to hear, @name. Please DM us your order confirmation number so we can follow-up with you. โ (Name)โ
โHey @name, really sorry for the trouble here. Iโm going to escalate this to our tech support team to see if we can figure out the issue and get it fixed ASAP! โ (Name)โ
โ@name, my sincerest apologies! I would be happy to look into this for you. Can you please follow us and DM me with your order number? โ (Name)โ
Responding to positive commentsย
โHello @name. We are happy you were satisfied with our service. If youโd like you can leave a review [here] and help others with your recommendation. Thanks!โ
โThanks for the shout-out! Weโre happy to have you in the (Company) family!โ
โThank you for buying your (product) from us, @name. We look forward to seeing you again soon!โ
โWe at (company name) know you had many options to choose from, so thank you for choosing us. We sincerely hope you are satisfied with your purchase.โ
โ@name, weโre happy to know your experience was awesome and we canโt wait to see you again soon!โ
โ@name, your feedback is incredible; thank you for sharing that with us! Itโs wonderful that (product) has made such a difference for you.โ
Responding to positive reviews
โThank you for your fantastic review, @name. We are thrilled that you loved your experience and look forward to seeing you again.โ
โThank you so much for taking the time to leave us this amazing review, @name. Weโre so lucky to have customers like you!โ
โ@name, your awesome review made our day! Thank you for taking the time to share it with us and the community.โ
โWe are incredibly grateful that you took the time out to leave us this great review, @name. Thanks for being such a fantastic customer!โ
โ@name, we are truly happy to know your experience was tremendously delightful. Itโs something weโve worked hard on and weโre pleased our efforts resonated with you.โ
โWeโre happy you had a fantastic time with us, @name! Thanks for your trust, weโre thankful for amazing customers like you. We hope to see you again soon!โ
โ@name, itโs always a pleasure seeing you. Thanks so much for your feedback and good vibes. Weโre happy that youโre happy, and weโre looking forward to your next visit.
Hurry back!โ
โWeโre so glad you had a good experience, @name. We work really hard to provide the best service to our guests, so Iโm happy to see that reflected on your last visit. I made sure that (employee name) got the recognition she deserved. She was really happy to see your review. โ (Name)โ
โHi @name, we are thrilled to have you as part of the (Company) family! Thank you for leaving an amazing review. It means the world to us and to our entire team! We look forward to serving you again soon!โ
โHello @name, thank you for the wonderful review and for taking the time to share your feedback with (Company). Excellent customer service is our priority and we are happy that we met that mark! Customers like you make our job a pleasure.โ
Responding to customer complaintsย
โHello @name. We are very sorry that you were not satisfied with our service. Since customer satisfaction is our top priority, we will reach out to you personally to discuss a solution to your problem together. Best, (Name).โ
โOh no! Weโre so sorry to hear this but appreciate you letting us know. This is not the norm and weโre happy to help. Please contact our customer care team for assistance at (email).โ
โ@name, weโre so sorry to hear you were unsatisfied with your purchase. If youโre interested in some return/ exchange options, please give us a call at (number, 8 am โ 11 pm, 7 days a week), and weโll do our best to help.โ
โ@name, so sorry about that. We always hate it when that happens. Send us a DM with your confirmation code and weโll send you credit for the non-working (item). โ
โ@name, my apologies for the inconvenience! I just reached out to you via Facebook Messenger to discuss it further. Be sure to check your โMessage Requestsโ folder. โ (Name)โ
Responding to negative reviews
โHi @name. Weโre sorry to hear your experience was less than 5-stars. If youโre open to discussing your experience further, please call /email us at (number/ email).โ
โ@name, sorry about your negative experience. Weโre normally known for our exceptional attention to detail, and we regret that we missed the mark.โ
โHi @name, we apologize for your negative experience. Weโd like to learn more about your specific situation and make things right. If you wouldnโt mind give us a call at (number), that would be greatly appreciated. We look forward to speaking with you and working towards earning back your business.โ
โHello @name, Iโm sorry to hear about your disappointment with us, and I would like to personally assist you with making things right. Letโs get on a call and address this ASAP, we value your business. Please contact us at (phone) when convenient.โ
โ@name, thank you for bringing this to our attention. Weโre sorry to hear of your less than satisfactory experience and hope you will accept our sincerest apologies. Please give us a (call/email) to see how we can make things right.โ
Ending a conversation and following up
โ@name, happy to hear youโre back in action. Give us a shout if you need anything else.โ
โIโm glad to know your (items) finally came through, @name, thank you for letting us know. I apologize for the painfully slow process it took to get them. We never intended for this to happen.โ
โ@name, Iโm happy that we were able to help you resolve your problem. Iโll be sure to relay your message to (employee name). โ (Name)โ
โ@name, Iโm happy youโre pleased with the results and that we were able to sort this out. If thereโs anything else we can do to help, please let us know. Best, (Name).โ
โThank you for giving us the opportunity to help out, weโre here if you ever need us again!โ
โHello @name, we havenโt heard back from you. Were you able to get the assistance needed? If you still need help, please provide the details previously requested. Thanks! โ (Name)โ
Bonus: Why your business cannot ignore social media customer serviceย
- 67% of consumers use social media networks like Twitter and Facebook to seek resolution for issues, and nearly 70% reported they have used social media for customer service on at least one occasion. (Social Media Today)
- 63% of consumers actually expect companies to offer customer service via their social media channels, and 90% of social media users have already used social media as a way to communicate with a brand or business. (Smart Insights).
- When consumers reach out to a brand on social media, 40% expect brands to respond within the first hour, while 79% expect a response in the first 24 hours. (Sprout Social)
- 71% of consumers who have had a positive experience with a brand on social media areย likely to recommend the brand to their friends and family. (Ambassador)
- One-third of all customer complaints are never answered, most of them on social media. Answering a complaint increases customer advocacy by 25%, while not answering a complaint decreases customer advocacy by 50%. (Convince & Convert)
- 77% of Twitter usersย feel more positive about a brand when their Tweet has been replied to. Companies using Twitter for customer serviceย see a 19% liftย in customer satisfaction. (Brandwatch)
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Frequently asked questions
What is the best way to manage social media customer service?
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.
How do I handle negative comments on social media?
Negative comments from customers can affect the success of your business. If youโre a company representative, you should handle negative comments on social media by acknowledging the complaint, providing a solution, and never taking things personally.
What is customer care?
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.
Many businesses do not respond or follow up with customers through email, leading to frustration and dissatisfaction. Customer service templates can help improve efficiency and provide consistent messaging. Templates can be used for a variety of scenarios, including auto-responses, checking in with customers, apologizing to angry customers, responding to feedback, and more. Using templates can save time, reduce human error, and improve the overall customer experience. LiveAgent is a highly-rated customer service software that offers a free 14-day trial.
The article discusses the importance of retaining customers through win-back emails, which can help reduce churn and increase revenue. Templates for different types of win-back emails are provided, including those offering a discount or reminding customers of benefits. Sending multiple emails is recommended to complete the process of re-engagement. The article also emphasizes the need to offer special incentives to win back disengaged customers, as it is more cost-effective to retain existing customers than to acquire new ones.
Surveys are an effective way to improve your marketing strategy by gaining customer feedback, but getting users to complete them can be a challenge. Offer incentives, keep the survey short, explain the purpose, and share the results to encourage responses. The average survey response rate is around 10%, so offering incentives like a discount code can increase response rates. The article provides survey email templates, including one that offers an incentive with a discount code. The email should explain why the feedback is important and thank the customer for their time. It's recommended to use email surveys because they're cost-effective and allow for honest responses.
Social media help desk features
Social media help desk features are essential for modern customer service, as customers expect speedy responses on channels like Facebook, Messenger, Twitter, Instagram, Viber, and WhatsApp. LiveAgent's integrations with these social media platforms streamline customer interactions into a central inbox, allowing agents to easily monitor and respond to comments and messages. LiveAgent also offers powerful social listening tools for tracking brand mentions and engaging with customers. Additional features like a universal inbox, hybrid ticket stream, CRM, automation rules, and third-party integrations enhance the efficiency of LiveAgent's social media help desk capabilities.
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