The Social Media Customer Service Revolution

The Social Media Customer Service Revolution

Don’t let the name fool you—social media is about much more than sharing vacation pictures and catching up with old friends. Twitter, Facebook, and social media platforms throughout the Internet are being utilized as broad communication tools, by individuals as well as organizations. So what exactly does this mean for your customer service campaign?

Social customer services take support matters out of the shadows and into the public eye. In addition to free exposure, it provides another avenue by which customers can build their relationship with your brand. It shows current and prospective clients that you care about your customers and can also help to clear up common problems or confusion proactively through public responses. Employ these tips to make sure you’re getting the most out of your social campaign.

Keep in Touch

Social networking rule number one: stay connected. Make sure to monitor your social customer service accounts regularly in order to respond quickly to inquiries. Prioritizing your responses through these channels makes your business appear bigger, more organized, and makes it clear that you value customer satisfaction.

Turn Negatives Into Positives

Social media users are known for making their feelings known, often with blunt honesty. When you receive strongly-worded complaints, don’t give in to the temptation to erase them. Responding effectively and winning over that type of customer is an excellent way to instill confidence in the public, while also avoiding the tricky minefield which occurs when a user cries censorship.

Organize Your Communications

Just as you likely have separate e-mail addresses or phone numbers for general inquiries and customer service, you should consider opening separate social media accounts: one for general business needs and one exclusively for social customer services. This is especially true for larger companies which elicit large volumes of communications. Make sure that both accounts are actively maintained by qualified people in your organization.

Learn the Tools of the Trade

Social networks are constantly evolving, shifting to meet the needs of its constantly-expanding user base. It’s vital that you and/or your social media representatives keep tabs on changes and updates, maintaining a clear understanding of various platforms and how best to exploit them. Facebook in particular is known for making sweeping changes, often without much advance warning, so always ensure that your organization is up to speed.

Good Will: The Great Equalizer

You’ve probably heard the phrase “kill them with kindness,” advice routinely given when someone is confronted with a difficult person who they must cooperate with nonetheless. Complaints can be tough to deal with at times, whether due to the volume, the tone, or a combination of both. Your goal is to take it all in stride, just as you would in person or over the phone.

Communicating over the Internet is like driving a car: people are much more inclined to shout things they’d never say in a civilized conversation. Don’t sink to that level—keep your attitude upbeat, positive, and unflappably polite. When the public observes a hot-headed customer that is treated with kindness and grace, you win and so does your brand.

In Summary

Social media services can open all new lines of communication for your business, helping you reach expanded customer segments and allowing you to promote your brand with an investment of just a little time and energy. Effective utilization is one of the most powerful and affordable tools at your disposal; an inability to adapt, however, might just leave your business in the dark.

Here more about it at the iARE Annual Conference : Etechgs Events

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