29 Mar 5 Best Customer Service Practices on Social Media
Customer expectation of responsiveness and active engagement from brands online is skyrocketing with the ever increasing marketing capabilities of various social platforms. As a business of any size, it is important to maintain a positive reputation online. A positive reputation is only sustainable if good customer service practices are being utilized.
According to Nielson, nearly half of U.S. consumers use social media to ask questions, report satisfaction, or to complain.
#1 Meet Your Customers Where they are
The customer service team needs to instead of focusing on one platform, like marketers often do, spend time on all platforms the company is being talked about. Start with the most popular platforms and work your way down, searching for mentions and conversation regarding your company, product or industry. Respond to various mentions, comments or questions as appropriate.
Conversocial reported that 88 percent of consumers are less likely to purchase from a company that leaves questions on social media unanswered.
#2 Listen to the Conversation
Not only respond in the moment to a comment, mention or complaint but pull that data into your office conversations. Feedback provided could lead to changes in company processes or give new ideas to the creative team. Gather the information and share it on a regular basis. You will likely also have to create protocols for connecting with consumers, such as sending a private message to get a phone number and call to resolve the issue. Making a clear protocol will make it easier for employees and let customers have a consistent experience with your company.
#3 Track and Manage
Create a protocol that allows all team members to know when an issue has been resolved or is being taken care of by a certain member. There are fancy social media tracking tools that can do this, but for smaller companies, they can be costly and unnecessary. Use the built-in tracking provided on private messengers and apps to let you see a customer’s full history, this will allow for a better experience understanding for both your team and the customer.
#4 Be Timely
Social media is a 24/7 access point for customers. While not all staffs are large enough to have round the clock customer assistance, respond as immediately as your able. Even if it is just letting them know that you have seen their message but that it will take time to correct the issue or provide more details. The longer you wait, the less important the customers feel they are to your business. No answer can also escalate some users irritation or anger leading to more negative feedback. Being timely is being proactive.
#5 Give Credit to Consumers
If you listened to a user and changed something about your company process, policy or product shout it from the rooftops. Tell the social world how one user’s voice was impactful. Often, customers don’t expect to be showered with gifts or money for their opinion but gratitude goes a long way. Accomplishments and pride are priceless think about how many people one consumer would tell about your company if you changed or added something because of them.
Social media platforms are a place for conversation, therefore, more than marketing needs to be considered. Engage with customers and better their experience with your company. Engaging with users about their issues, positives or ideas brings a level of humanity to your company that it needs to be successful especially today.