Social media customer service is becoming increasingly important with the growth of e-commerce. When defining and delivering a consistent, high-quality customer experience, consider where and how to offer service on social media channels. It takes a unique set of skills to deliver great service on social media. This job usually involves public relations, copywriting, and analytical reading under considerable time pressure. Read on for tips on how to provide quality social media customer service.
1. Use bio space to manage expectations
It's important to inform your customers upfront when you will be around and where they may go for assistance if you're not open 24/7. The bio space on your company's Facebook, LinkedIn, Instagram or Twitter page should include information about when people can expect a response. Based on the volume of support you receive, the number of channels you are currently using, and the availability of your customer service staff, you can determine your social media support hours.
2. Develop canned responses for social media posts
A social media post can be tricky. The conversation in social media can be informal and lack of context. Your customer service team faces challenges due to inadequate insights into people's questions. In some cases, the customer cannot be contacted right away. Continuing the conversation with the customer will help you understand what they want. However, posting lengthy clarification notes on social media does not benefit your brand. When replies are limited in length, the copywriting ability becomes more critical. One way to help your team is to have them rewrite common responses based on word count restrictions. Use those well-written copies to create canned responses for your team.
3. Establish your company's social voice and tone
Social media channels tend to be less formal than corporate websites or emails. How serious or casual should your company voice be? Due to the public nature of social media, guidelines need to be established so that branding remains consistent across all channels. A good way to make your guidelines more relatable to your team is to incorporate real-life examples from your customer support's daily conversations with customers. This will allow your team to respond effectively and consistently, regardless of their communication channel.
4. Deliver seamless omnichannel support
Troubleshooting complex issues on your company's Twitter or Facebook page is difficult. The best way to send answers to these complex questions is through email. In some cases, it's safer or easier to answer a question in a private chat or over the phone. Changing channels, however, can cause confusion or frustration for the customer if your team fails to handle it properly. Through our DSM Suite 2.0+ Omnichannel Support & Helpdesk solution, you can move conversations seamlessly between channels, ensuring maximum customer convenience.
Final Thoughts
Customer experience must be prioritized.
Your goal should be to prioritize delivering the best possible customer experience with the resources and demand you have at present. There is no one right way to determine where and how to assist. It's tempting to look at every possibility and support every channel a customer could use. However, spreading resources so thinly will never ensure the quality of your services remains high.
Focus on ONE social networking site where your customers spend their most time. Observe how your customer service team responds to this one social media channel and decide if adding another is necessary only once you are satisfied with their current performance.
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