In today’s day and age social media is an essential part of running a business. Not only does it help boost brand visibility but it can be a great tool to foster good relationships with customers. A survey reported that 67% of consumers have used social media for customer support. Here are some key elements to keep in mind when using social media for customer service:
Personal Touch
Something to avoid when using social media to respond to customers is coming off in a robotic or automated way. Using a greeting, addressing the customer by name and then signing off with your name makes an online interaction seem like a much more human experience.
Respond Promptly
While phone and email are not always available, social media gives the gives the impression of being there and ready to respond 24/7. To keep up a good reputation with customers responding to complaints, questions and comments quickly will go a long way. When customers feel heard they will be less likely to complain publicly via social media.
Public vs Private
Although social media can be an excellent channel for keeping in contact with customers and addressing concerns, it’s important to know when you need to take an interaction from public to private. When a customer’s situation requires a lengthier response or involves personal information it should be handled privately. Responding in a way that makes the customer feel heard and not brushed off is imperative. Be sure to use a polite tone and reassure the customer that their needs are going to be taken care of.
Track Your Mentions
A proactive way to ensure your customers feel heard is to keep an eye out for your mentions. There are tools that are made to send a notification when your brand is mentioned, such as Social Searcher and Mention. Another good way to stay on top of your mentions is to search for your brand name and misspelled versions rather than only looking at comments made directly to your handle or social media page.
Through providing great customer support through commonly used social media websites you can maintain strong relationships with consumers and expand your business. Social media is an incredible tool to create a community for your brand and customers. Hopefully these tips have provided some insight into how to best use social media for customer support.
