Social media has revolutionized the way that consumers interact with their favorite brands. They can ask questions or voice concerns publicly without any filter at all. For your business, this is a great opportunity to provide them exceptional service and prove to the rest of their audience that you’re a brand worth trusting.
Here are seven ways you can start providing terrific customer service over social media right away:
1) Stop Ignoring Your Audience
The worst thing that you can do is simply ignore the customer service requests you receive on social media. On average, ignoring these requests will result in a 15% higher churn rate. Handling them in a timely and professional manner, however, results in customers spending between 20 and 40% more over their lifetime. Clearly, social media customer service is something that your company needs to focus on.
2) Focus on Facebook
When you’re getting started with social media customer service, you need to get one channel down completely before taking on another one. And unless you have a strong reason to focus on another channel, you should start with Facebook. Out of all the web page views on the Internet, 20% are Facebook views. Simply put, no other channel has the mass audience that Facebook does. This makes it the natural place to begin.
3) Know Your Audience
The people who tend to reach out for assistance via social media will be slightly different than customers who reach out via other methods. For example, did you know that the most active group on social media are mothers with children that are five years old or younger? Take a look at the average demographics of your social media followers and tailor your advice to them. You’ll provide much better service in the end.
4) Don’t Just Sit Back and Answer Questions
Not everybody that needs help is going to take the time to reach out to you directly. Sometimes, they’re just going to go on their own page and tell the world that ‘XYZ Company is the worst, they shipped me the wrong product!’.
Luckily, there are tools available that will alert you automatically whenever your brand is mentioned. You should set these up and respond to mentions the same way you would direct inquiries. You’ll handle more problems than you would otherwise and set your brand apart from the competition by going above and beyond the normal call of duty.
5) Avoid Template Responses
Responding to questions and concerns with an automated boilerplate makes your company stick out in a bad way. Customers will know when they’re being answered by a robot and when they’re dealing with a real person. Encourage your agents to show their personality when engaging with your social media audience. Require them to leave their initials after every response in order to drive home the fact that they’re a real person that cares.
6) Provide Help Immediately
Your social media service isn’t going to provide the same instant gratification that a phone call or live chat could, but customers still want timely service. In fact, surveys show that 42% of customers want a response in an hour or less. If you’re moving slower than that, your customers will be upset and might even move on before you have the chance to resolve their issue.
7) Leverage SMS Alongside Social Media
Whenever possible, try and convert appropriate social media questions to a text message subscription. For example, you could automate SMS messages when an item ships, an on-hold item is back in stock, or when a return is processed. This helps provide your customers even better service while taking the load off of your CS team. Beyond that, mobile subscriptions are proven to be much more valuable than Facebook likes or Twitter followers, so it’s a win-win proposition.
Does your company provide exceptional social media customer service? Let us know how you do it by leaving a comment below!
Sophorn is the marketing guy at Trumpia, the most complete SMS software with mass sms messaging, smart targeting and automation. Jumpstart your business by grabbing your free copy of his powerful Mobile Marketing Success Kit. Watch Trumpia’s 5-Minute Demo on how to execute an effective mobile marketing strategy.
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