5.
Responding to customer support queries on social media isn’t the same as sharing a regular post. Often, buyers will be angry, upset, or frustrated, which requires a certain degree of tact in your responses. The last thing you want to do is further upset a customer by making light of their complaint.
Tip: If a customer has a serious issue, avoid minimizing their frustration and limit your use of emojis . Likewise, if a buyer has a trivial question or includes a joke in your initial communication, reflecting that in your responses will help your team improve their customer service skills.
6. Find the balance between private and public
One of the key differences between social customer service and traditional customer service is that social media is very public. Everyone can see your responses, so deciding when to take the conversation to a direct message (DM) is critical.
Not everything can be resolved with a canada telegram group single message or within the character limit of some social platforms.
Tip: Take conversations that require a lot of texting or include sensitive personal information to the customer's DMs or find another way to communicate, such as by phone or email.
7. Anticipate common questions
You'll probably find that you receive a lot of similar questions. When this happens, it's a sign that you may need to provide additional information on your site or during the checkout process.
Tip: Create a resource center or FAQ page where you can answer common questions. You can also create a library of standard answers that your customer service team can quickly send to customers.
8. Turn negative feedback into a good customer experience
33% of customers use social media to voice their complaints to brands. While it may seem like negative feedback will damage your brand image, it can actually do the opposite if you manage it correctly.
Instead of ignoring complaints or becoming defensive, use feedback as an opportunity to build a connection with buyers and show that you're willing to help.
Tip: Respond to every complaint, even those that weren't sent to you directly. You can also reach out to dissatisfied customers later to find out how they're doing and whether their issue has been resolved.
Tools for customer service on social networks
Hootsuite
Hootsuite integrates with over 25 social networks, and its dashboard is highly customizable. It also allows you to view incoming messages and respond within the dashboard.
Sprout Social
Sprout Social is designed to help you manage your social profiles by collecting data. It creates a single stream of incoming messages from your X, Facebook, Instagram, and Facebook Messenger accounts that you can view in one place.
Messages outside of business hours
Facebook's after-hours messaging feature lets you send an automated response to customers when your customer support team is offline.
Mention
Mention lets you monitor conversations about your brand and listen to your audience. It brings all mentions together in a centralized dashboard for easy viewing.