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How to do Social Media Customer Service the Right Way
December 01, 2018
Social media platforms like Facebook and Twitter are no longer used by people just to connect with their friends, families, and celebrities. They have become important communication channels for small and big brands across the world. This is because 54% of customers prefer social media for customer support over email or phone (source: Adweek). Besides, it’s cost-effective for brands too, as resolving customer issues on social media is 6 times cheaper than on phone (source: Forbes).
It’s clear that you must offer quality customer service on social media to increase brand engagement, but how do you do that?
Well, the following tips should help:
Give Timely Responses
When customers complain or raise an inquiry on social media, they usually expect a response within an hour. So, it’s important that you respond to their comments and messages as soon as possible. Even if an appropriate resolution isn’t available immediately, you must let them know that you are working on the issue and will get back to them soon.
Avoid Automation
There are all kinds of chatbots available today that you can use for your social media profiles to automate responses. However, these can’t replace an actual (human) customer support executive although the customers simply yearn for the “human touch”. So, while the chatbots are certainly a cheaper option, if you want to give the best service to your customers and improve brand value, then make sure that you get a person to handle your social media accounts rather than a program.
Stay Active
Don’t always wait for your customers to reach out to you directly for feedback or complaints. It pays to take initiative. For instance, if you notice that a customer has tagged you in a Tweet with the image of a defective product that they have received, or an image of them having a good time with your product, then you can reply to that Tweet accordingly.
Social media customer service plays a huge role in improving a brand’s image on the Internet. So, make sure you apply the information shared above. Good luck!
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