According to a recent infographic by CallCenterhosting.com here are their 8 Tips for Social Media Customer Service.
Customers Love Going Social
What is Social media customer service?
8 Tips for Social Media Customer Service
- Respond Faster – Integrate customer service platforms to turn social media posts, messages, and tweets into tickets. Give highest priority to technical problems, complaints and product issues for quick resolutions.
- Be Proactive – Once mutually connected with customers, send them regular updates such as new offers, discounts, about services and more, changes in pricing plan, and other helpful information.
- Personalised Services – No one wants to hear a generic response. #SocialisHuman . Make customer service interactions human and personable, not robotic and automated.
- Empathise with Customers – Firstly, understand the customer’s purpose, detect their tone of voice, and then use collated information to reply with empathy.
- Don’t always Auto-Respond – Auto-responses destroy the purpose of personalisation. Instead, create different templates for common inquiries.
- Stick to the Right Channel – Be available to your customers on the right social media channel and address their needs accordingly. For example, on LinkedIn, you need more professional approaching comparison to other channels like Facebook and Instagram.
- Take Things Online – Sometimes, agents need sensitive customer information or are not allowed to write long reply. In those cases, transfer the conversation to other channels like, phone or email with a friendly and helpful tone.
- Maintain Consistency – Provide customers the same level of quality, accuracy, and professionalism on social media as on phone and email.
Getting started with social media
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2 Sons Marketing
Phone: +61 2 9822 9554
Mobile: +61 414 997 205
Sydney, NSW, Australia