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Your business needs to listen to what your customers have to say on social media. Why?
According to a study by JD Power, 67% of customers use social media for customer support. In total, there are 3.5 billion social media users in the world, which is equivalent to approximately 45% of the population. Facebook’s Insights Guide reports that more than 1 billion messages are sent by consumers to businesses via Facebook and Instagram each year.
VIP agent support is not just about listening to your customers, but more importantly, responding to them on these channels. Why is this so important? Well, a Gartner study revealed that companies that don’t respond to social media messages can lose up to 15% of their customers for this reason.
Furthermore, a study by American Express found that over 80% of surveyed customers abandoned their carts due to a poor customer service experience on social media. On the other hand, 71% of consumers who have had a positive experience with a business on social media are likely to recommend that business to their loved ones. To make the most of this trend and ensure seamless interactions with customers, businesses can use social media customer service software . By using such software, businesses can efficiently manage customer queries, provide timely responses, and improve overall customer satisfaction through their social media platforms.
An active social media presence can not only build trust with consumers, but also produce outstanding results. In fact, nearly 60% of Americans believe it is easier for them to communicate with customer service thanks to social media.
So the question is: can your business afford to lose customers due to poor customer service, especially in times of crisis like this? Of course, the answer is no. That’s why we’ve put together a list of best practices for social media support. They’re primarily aimed at large companies, but any organization, big or small, can benefit from following these tips.
Monitoring and follow-up
The first and most important thing to do is to choose and set up a method for social media monitoring. Why? Because you need to act quickly. At the same time, you don’t actually have to be constantly checking your social media feed all day to find out when your customers need help. There are useful tools that will notify you when your brand is mentioned, such as Brand24, BrandMentions and Social Mention.
Specify the availability of your customer service team
By specifying your business's working hours, your users will be informed of when they can expect a response from your team right from the start. If your business's working hours are not specified, a consumer may assume that the service is available 24/7.
In addition to listing your business hours, it's a good idea to include your phone number and email address on your social profiles in case the customer prefers to use these contact methods instead. Keep in mind that if you operate globally and have customers from all over the world, you should consider offering 24/7 customer support on social media.
Train staff to respond on social media
Your customer service department should include professionals trained to answer customer queries and complaints on social media. It is important to clarify that personal social media profiles should not be used for this, because even a single negative comment on social media platforms can cause a reputation crisis for your company. Therefore, the person handling customer queries on social media should know how to interact with customers naturally and adapt their way of communication to the specific channel being used.
Enter a troubleshooting protocol
It is helpful to create protocols with answers to frequently asked questions on each social media channel. Please note that such protocols are only guidelines for your social media moderators and should not be used to copy and paste responses, otherwise you will lose the ability to offer a personalized experience.
A protocol should establish what a client needs according to his question or request.
Website information (general answers).
If necessary, a request for additional information sent through a private channel (email, direct message or other channel).
The protocol must also take into account the legal aspects of the service that apply in different countries.
Create a “Frequently Asked Questions” section
Create an FAQ section on your website, which will be filled with the most common questions on social media. This will allow you to reduce response times to general queries and make the work of your social media service agents easier.
To take your FAQ section to the next level, you can use FAQ management software . The software provides a centralized database to store and manage all frequently asked questions, making it easy to update and modify the content. This software offers a variety of features that help integrate the FAQ section into the website, saving time and resources and improving customer experience.
Use social media customer service software
Using social media customer service software is the only way for a large organization to handle social media support. This type of solution collects all of your customer interactions from multiple social networks and organizes them logically into one dashboard. It allows you to focus on the most important tasks of your business while maintaining high levels of customer satisfaction and organizing your reps’ workload.
Respond to social media requests quickly
Response times on each social media platform should be as fast as possible. Avoid leaving questions, concerns, or complaints unanswered for a long time, as this can lead to customer frustration and complicate the resolution of potential conflicts. If a response requires research or the involvement of someone from another department, the customer should be informed about how long it will take to provide the final response.
Keep your customers informed
If there is any new development in one of your products or services that may compromise its quality or service, communicate this on all of your social media accounts. Let your customers know what measures are being taken, the estimated resolution time (if known), and the steps being taken to ensure it doesn’t happen again.
Communicate personally and honestly
It's very important that your social media communication is personalized and sincere. That is, you should address customers by name and speak as clearly as possible to avoid confusion. Remind your social media support agents to be empathetic and act like human beings too.
Identify the community manager
When using social media as a customer service channel, the community manager should put themselves forward to provide a human touch to the customer and thus reduce any potential hostility.
The most common way to identify the responding community manager is by using the “/” character followed by their initials. For example, if the community manager’s name is James Wiley, they would identify themselves as “/JW.”
Never delete comments from dissatisfied customers!
Deleting comments from dissatisfied customers is often much more annoying than having to wait for a resolution to their queries. That's why you should avoid this practice at all costs! By being transparent and addressing user feedback openly, you're creating a space to build trust and confidence between your customers and your company.
Please note that the only reason for deleting comments should be hong kong whatsapp number data if they are offensive, racist, sexist, promote illegal activities or are simply spam.
Trolls? No thanks!
Negative comments posted on social media often come not from a dissatisfied user, but from 'trolls'. A troll is nothing more than a person who simply seeks to provoke others for the sake of it, or for their own enjoyment. When you are being trolled on social media, we advise you to respond politely, but if the trolling continues, it is best to ignore or block the user.
Be discreet with user information
Never use public social media to provide private or sensitive information. If this type of information is required for response or clarification, then the customer should be approached through a private channel. Also, remember that all your communications on social media must comply with international and local laws.
Create a dedicated customer service account on Twitter
Create an additional account for your business for the sole purpose of providing customer service. Let followers know that your original Twitter account will be used for branding purposes only and that there is a separate, dedicated account for customer support.
If possible, follow all the users you communicate with on Twitter.
