7 Quick Tips to Handling your Customer Service through Social Media
Various studies have revealed different statistics in respect to customer engagement, service subscription rate, customer relationship and more as a result of this online customer service strategy but the fact remains that all the studies have shown that this strategy is definitely a boon for the brands, for the businesses. And it must be implemented and carried on in the most acceptable way.
Customer service Via Social media has its own benefits that’s why most of the brands have fervently adopted this practice. Find out the quick and easy tips for the same in this article.
Here’s now bringing to you certain tips to deliver proactive customer service via social media:
1- Choice Of Social Media Platform
|Pick the Social media Platforms that are most suitable for your biz|
Don’t try hit and miss approach here. You cannot just guess or take advice from people to find the best social media platform to get in touch with your customers and your target audience. Chances are they might be wrong and you may suffer the consequences.
Best thing that could be done is conducting a a one question survey by sending emails asking customers which social media platform do they use most and listing down all the options from which they can choose like Twitter, Facebook, Instagram, Google+, Linkedin, Pinterest, YouTube, Slideshare and others.
2- Alerting Tools
Well, to your rescue here are tools like social mentions, mention etc available to alert you when you, your product gets mentioned on social media. These tools work wonders for marketing but they are as important for customer support as well.
3- Check Out For The Misspelled Names
Therefore, you need to search for your product or business name with the possible misspelled variations that customers would likely have made. Making assumptions won’t be right here. You just can’t assume that every customer would know or write your spelling correct.
4- Response Time
The response expectancy varies with time here on this online platform.People moreover expect a 24/7 response time. Try to respond as quickly as possible when handling customer queries online. A little delay can force the customer to give up on you.
5- Tone Of Voice
Try to tailor your tone according to the needs of each customer you encounter online. Understand there tone and reciprocate. See if they use emoticons than you might use as well.
6- Transfer Sensitive Issues Offline
Not every issues need to be discussed online. Some issues requires privacy or some might require an elaborated response which could be hard to carry forward online.
Therefore, you must understand the sensitivity of the issue, information and change the communication channel. You may go for telephonic conversation instead or email.
7- Good Knowledge Base Helps
Using your knowledge base for customer support service can be of immense benefit. It can make your customers happier and help you build your image by delivering better support on social media.
With a good knowledge base you will be able to deliver faster customer service. Providing the customers with ste by step guide with easy to follow steps therein would save your time and effort instead of explaining the multi step process yourself.
Chances are they might miss out on some important steps. Switch to knowledge based articles instead. It will be helpful for you as well as the customers.