How to Use Social Media for Customer Service

By on June 29, 2020

Before the Internet, telephone calls were used to seek customer service. Then came about the advent of the email, and everything changed. Soon after, email was upended by social media to become the new medium of rapid customer service.

Social media lets you connect with anyone in real-time. With social media sites evolving to become a budding platform through which customers solicit customer service, it has inevitably become the new frontier for it Kaiji. In fact, 90% of customers use social media to communicate with a brand.

Social media customer service is a preordained system of offering support via social media platforms. It takes advantage of instant feedback and media support to promote brand awareness. Doing it right can help organizations gain 20-40% more business, effectively meaning increased customer confidence and loyalty 같은베개 다운로드.

In the guide below, we’ll look at how businesses can utilize social media to deliver great customer service and other tips they should consider before getting started on the job.

1. Make Social Customer Service a Priority

One of the first challenges to providing great social customer service is determining where to focus time and resources. According to Conversocial, 88% of customers are less likely to buy from someone that leaves questions unanswered on social media Windows 10 illegal.

Make social customer service a priority and hire a dedicated social media support team. Withing support teams, you can also have smaller teams assigned to various social media channels. This will help you prioritize conversations according to which channel you receive the most complaints from. This will mitigate the challenge of tracking customer queries and enable you to provide quicker resolution of customer issues.

2. Set Guidelines

It is obvious that your social media strategy will depend upon your company’s size and industry vertical Apple CarPlay. Therefore, it’s essential to set proper guidelines for managing the volume of customer interactions that your social media channels receive.

Redefine social media ticket resolution priorities to speed up resolution time. While there is no cut and dry method to do it, you can consider the guidelines below, to begin with.

  • Focus on complaints from dissatisfied users
  • Prioritize resolving issues that may affect your PR
  • Answer technical/account-related questions
  • Respond to general product/service queries
  • Thank the people who provide positive feedback

3. Use Chatbot for Frequently Asked Questions

A chatbot is an AI technology that can enable the automation of social customer service, among other valuable features 인시디어스.

These bots are a great way to provide constant social customer service round the clock. They offer consumers the information that they desire instantaneously and without engaging your service team.

These bots limit the need for human intervention for simple tasks. They can be deployed on social media channels to provide customer assistance and enable the buying process.

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Domino’s is the prime example of businesses doing customer service justice with the help of chatbots. Their Facebook Messenger bot lets users order from their menu without exiting Messenger. Customers don’t have to switch between their Facebook and Domino’s accounts too.

4. Be Proactive and Always Respond

Did you know that a business can achieve 3–20% higher customer expenditure per interaction if they immediately resolve and respond to customer queries and complaints?

This shows the importance of being proactive. Every customer expects immediate attention for their problems on social media. In fact, 42% of customers say that the ideal response time for them is fewer than 60 minutes.

Businesses can only scale such dizzying expectations with a dedicated customer service team and an effective service strategy. If you can respond to queries immediately, inform customers of a time slot when someone will be available to resolve them. You can also include alternative options like FAQs and a resource page for customers who don’t want to wait as long.

5. Know When to Take Things Offline

Offering public responses to complaints or queries can often go a long way. In fact, 95.6% of consumers reported being affected by comments on a brand’s social media page, and it that customers will be impacted by your responses raised on social media much in the same way.

However, not every interaction on social media can be settled in a solitary exchange. In such cases, it is better to move a conversation offline and transfer customers to your website. Once customers are directed to your site, you can use live chat software to resolve their grievances.

After you resolve the issue offline, go back to the channel on which the query was raised and thank the buyer for reaching out. Such positive public interactions can also present a chance for the customer to express their appreciation for great customer experience.

Conclusion

Social media provides a world of opportunities to businesses for ascended customer care. Periodic supervision of your social media accounts coupled with smart utilization of AI technologies can buoy up customer service from acceptable to extraordinary. And the better your social customer care is, the more traction you will receive.

About Savan Kharod

Savan Kharod is a Digital Marketing Professional at Acquire. He loves to share his knowledge and experience in digital marketing, social media marketing, customer service and growth marketing. In his free time, Savan likes to backpack and explore new places. You can connect with Savan on LinkedIn.
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