E-commerce stores require a lot of work, from developing products and sourcing suppliers to creating a user-friendly website to fulfilling and shipping orders. Aside from your e-Commerce site, you also have a social media presence to manage. Customer service is one of the most critical aspects that cannot be overlooked, regardless of whether you're selling on e-commerce or engaging on social media. To get started, here are 3 simple steps to integrate social media into your e-Commerce customer service strategy.
1. Ensure prompt service
With high-speed internet, millennials expect everything about the buying process to be fast, including contacting customer service and the use of social media. One survey found that 56% of consumers expect to receive a response to their emails within 24 hours, while 50% expect a reply to their social media direct messages within an hour. Your support team must regularly monitor your social media channels to provide effective customer service. When your support team only checks notifications every few days, they will miss opportunities to address customer concerns. Prepare your support team for social media engagement and provide them with canned responses so that they can promptly address customers' common questions.
2. Track brand mentions
Customer engagement is important. Customers want to be engaged, so they leave comments on your social media pages and tag your handle so that their concerns can be addressed. Track brand mentions and automate notifications so that your support team can assist in responding. Tracking social platforms for mentions of brands is extremely important since some customers are prone to posting complaints without including your handle, meaning that the complaints are seen by their followers without any response from your company. Learning where your customers are discussing your company and products on social media allows you to address their concerns and fix any problems. Also, it mitigates the impact of their public complaints on their followers' perception of your brand. Take a proactive approach to resolving your customers' issues by regularly searching each social media channel you use for your brand's name.
3. Maintain regular engagement
Engage customers regularly on social media by responding to their comments, reviews, and private messages. To have an impact on social channels, your support team must be engaging because failure to respond on social media can increase the churn rate. A few quick responses to customer questions could make all the difference in increasing your sales and revenue. However, suppose the customer has left a negative review or is unhappy with your product. In that case, you should acknowledge their concerns publicly and request they contact you privately to discuss the issue further. By doing so, you show other users that you have addressed concerns publicly, as well as reached out privately to gather more information and provide a solution
Final Thoughts
Support platforms should be scalable and integrable.
Engaging customers efficiently requires an integrated support platform that connects your support team with your social media accounts and your e-commerce store. By automating monitoring and pushing brand mentions, you can reduce your support team's time visiting social media pages individually. Using the right tool, your support team can ensure that each customer receives adequate social media engagement. They will have more time to answer questions, engage with customers, and convert posts needing additional assistance into support tickets.
With a comprehensive tool like DSM Suite 2.0+ (powered by Zendesk), you can increase customer engagement and manage orders across multiple social media platforms, e-stores, and e-marketplaces. You can integrate DSM Suite 2.0+ with your e-Commerce site, CRM, ERP, and payment system, allowing your team to access customer preferences, payment histories, and order histories.
If you're looking for a quick and convenient way to streamline your support team instead, use Zendesk Suite (Support, Chat, Talk & Guide). Zooloo offers a full range of Zendesk services, from sales to consulting to implementation to system integration. Reach out to us at sales@zooloo.asia.
- Discover more about Customer Engagement Strategies
- Find some tips on e-Commerce Strategies
- Looking closer at Omnichannel Support Strategies
Tags: #zendesk #omnichannel #digitaltransformation #digitalintegration #digitalsolutions #smestrategy #ecommercestrategy #emarketplace #customerengagement #customerretention #customersuccess #edg #psg
