Does your business have responsive social media? Have you put thought into your online customer service? If not, it’s time that you do. It’s great to use social platforms to update your audience on new products or services but it’s also so important that your platforms are responsive. According to data from CallCenter Hosting, around 80% of consumers use social media to engage with businesses. People are becoming more inclined to go to your Facebook page rather than call you to ask you a question. Here four tips to improve your business’s social media customer service…
Response Rate: It’s important that when people reach out to your social pages, you are notified and respond promptly. Facebook keeps track of how long it takes you to respond to customers and publishes this on your account. To help with this you can turn on your notifications on your phone (which we know you’re always on) or you can set an alarm every day (maybe twice a day) to check if any messages or comments are needing a response.
Personalized Response: You can send a generic automated response to be sent as soon as someone messages you… but how does that make people feel? Customers don’t want to feel like they’re talking to a robot. You want the person to feel like they just walked into your business, not just in your inbox. Create a response that sounds like you and your business. You can also make multiple different responses that are catered to different commonly asked questions.
Have Empathy: We know you know the saying, “The customer’s always right”… The amount of empathy you would have talking to an unsatisfied customer in person needs to come across while communicating on social media. Don’t take advantage of how easy it is to reply to the comments and messages. Take a step back, try to detect the customer’s tone and their point of view, and curate a thoughtful response that could not be misconstrued.
Be Consistent: It’s important to have the same level of professionalism and personality online as you have in person and over the phone. Social media customer service should be looked at the same way you see in-person customer service. Don’t underestimate the power of social media when it comes to customer service!
We hope these tips on social media customer service help your business and improve the way you use social media. If you are finding it hard to keep up with the demands of social media for your business, give us a call at (414) 522-1235 or email us at firstname.lastname@example.org. We’ll listen to you and help plan a comprehensive strategy to tell your story and maintain your level of customer service excellence.