Social Media Customer service: Tips and Tools to do it Right
It’s 2022 and many businesses have moved to the online interface largely due to the pandemic. Many of these businesses are struggling to maintain good customer service online as they did offline. Social media customer service is when social tools are used to resolve customer questions or concerns. Social customer support can be highly effective as it allows customers to reach your team on the platforms they already use. As David Alston said, “social media is not a media. The key is to listen, engage, and build relationships.” It’s important that you are aware with how to use social media as a tool that can help you make your customers happy. Hence, we are here you guide you with these tips and tools about social media customer service!
Here are 5 tips for you to improve your social media customer service.
1. A dedicated handle for customer service on every social media you can access.
According to Social Media Today, an estimated 67% of consumers now use social media networks like Twitter and Facebook to seek resolution for issues. So, it’s important that you are present in either of the platforms along with many others, so that your customers can seek for your service. It’s important that you create dedicated social channel for customer support and include that handle in your brand’s other social profile bios. This way customers will know where to reach out for support-related requests. Even SmartInsignts research says that More than 30% customer said that social media is a convenient contact method.
2. Find any relevant conversation about your business and monitor them.
Social Media is mostly an open book where anyone can write anything including complaints and praises about your business/product. Many of your customers might forget to mention you but still has a service issue. That is why it’s important that you find any conversation you think is relevant to your business and regulate them. In fact, according to Applied Marketing Science, responding to an issue on Twitter can make people spend 3% to 20% more. An Harris Interactive research also states that 79% of consumers who used online feedback to complain about a poor customer experience were ignored. So, next time make you monitor everything and respond to it.
3. Create your own idea of customer service over social media.
Every business has a unique way of marketing and customer service, so find yours as well! Customers loves personalization and things that they haven’t witnessed before. In fact, according to Segment, 71% of consumers feel frustrated when a shopping experience is impersonal. In simple words, your customer service can include anything that makes your customers feel more connected to your brand.
4. Always respond and keep your customer’s expectation.
Customers are aware that not every business is the same but it’s important that your frame their expectation accordingly and fulfil them. In fact, according to Zendesk, nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience. It’s important that you make it clear when your service team is available, and how long it might take you to respond. If there are other resources, they can use to get answers faster, let them know. Then, you need to respond to every query and complain as answering all questions on social channels shows that you have responsive customer service.
5.Take conversation to private whenever you can.
Did you know that according to Review Trackers, 94% of consumers say an online review has convinced them to avoid a business? It explains why negative comments can take such a toll on your business. Even complaints between your customers which are about small inconveniences can make potential customers go away. So, whenever you can take the conversation private and try to solve it there to avoid any negative publicity. In fact, according to Invesp, Shifting to social media customer service can reduce cost per contact by as much as 83%.
Warren Buffett said, “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” And it’s perfectly signified how social media customer service can go wrong if not done well. Therefore, it’s crucial that use everything to make the customer service the best!
Hence, we present you tools that can help you better your social media customer service.
Sparkcentral by Hootsuite helps manage incoming social media customer support queries through Facebook, Instagram, twitter and many other social media channels.
This app allows you to create tickets in Zendesk from social messages on Twitter and Facebook. You can route tickets to other team members and respond directly to social posts from Zendesk.
This app uses conversational artificial intelligence to create intelligent bots for social direct messaging. It also understands free-form text and can hand a conversation off to a human customer support agent when needed.
This live chat app you can use to connect with people reaching out to your brand on Twitter. Using a private interface, customer service agents can resolve customer support issues in real time.
There are vast opportunities for customers and businesses in any and every social media. When you use it for customer service, it is just one of the many potential ways that it can you’re your company or brand grow. Invesp states that 71% of consumers who have had a positive experience with a brand on social media are likely to recommend the brand to their friends and family. So, use these tips and tools to improve your social media presences and customer service!