Social media is used by customers to connect with businesses to solve customer service issues and the numbers are increasing day by day. On the other hand, the businesses are not prepared to deal with the customer queries on social media platforms which can affect the business negatively. Hence, we are going to discuss how to manage your customer service on social media to make a great relationship with your customers.
First “Choose Best Social Media Platforms”
It is somehow difficult to say that which social media platform will be best suitable for your business because customers may be using any kind of social media platforms.. With the launch of social media platforms, many businesses got a platform where the users can comments, share and provide feedback of the services of the business. You can choose best 3 social media platforms where maximum number of your target audience is. You can also choose only 1 social media site and share it on all other social media channels of your business and let your customers know where to contact you for a great customer care service.
1. Humanize Your Brand
People are habitual and even love dealing with the people rather than companies. Therefore, the best key to deliver quality customer service on social media is to be personal and empathetic in your response. Show emotions, be funny and engage in conversation to show respect to your customer.
2. Speed Matters in Customer Service on Social Media
Most of the time people are busy with their work schedule. They don’t have enough time to get engaged with the social media app and to waste their valuable time in waiting for the response to come. In a survey by the Social Habit, 32% of the people using brands expect the answer to a query within 30 minutes of time and 42% of the customers expect it within 60 minutes. Therefore, a speedy response to the query of the customers is the most important. You should have good internet connections with social media app on your phone. Isn’t your Smartphone the best tool to handle queries in real-time?
You can use Facebook messenger and Twitter for handling orders and complaints of the customers. Social media platforms are quick in nature and moves quickly. Your followers and fans expect a quick reply from your company when it comes to customer service. Customer wants instant message or solution. In conclusion, when it comes to customer service on social media, the faster you are the better it is for your company.
3. Set Alerts, Listen and Speak in Their Language
Importance of monitoring of social media cannot be overstated. UK’s leading hotel booking specialist ‘Laterooms.com’ was going through challenge of setting up a platform where they can handle all their customer queries on social media. They inquired about different alternatives for finding a solution for their social media handling issues. After scrutinizing many companies, they chose brandwatch.com to build a powerful social media monitoring solution. Brandwatch developed a concierge service for laterooms.com which has become very effective for them.
This ‘Concierge’ solution helped the company to handle high volume of web buzz that comes from different travelling online booking websites, from rival brands and many other online platforms. It led to an impressive 30% conversion rate in the hotel business. Now they know how to deal with the potential crisis before it escalates which happens via social media. For setting up alerts, you can choose the option of email alert. If you have customers from foreign lands and you want to answer in their native languages, you can use apps to translate Q&A in other languages. It will help you to get instant emails and messages through social media and you will be able to communicate clearly, instantly and objectively.
4. Answer Every Complaint, On Every Channel, Every Time
You need to go through all the complaints that you are getting from social media. If you have a Twitter account and someone asks about your product or services, you need to respond to them by providing best solution available. You cannot make a choice which complaint to choose to answer as that can risk your credibility as a business. It is must for you to respond to every single complaint of customers on social media. When you respond to their queries, they get more engaged with your business. This is how you show you are a professional and ready to available to listen all the complaints.
5. Remember this Mantra- Solution is Essential
Generally, ‘live help’ refers to the chat or phone support. Customer hovers between chat and email support for the social media. On social media, you can provide instant support which is expected by the customers. Most of the people believe that they deserve the response over social media on the same day. Speed will not matter much if you can resolve their issues within the timeline. Instead of providing an answer to the customer, giving a timely and accurate solution is much more important. You can do this on all social media channels.
6. Use Solution Oriented Tone for Customer Service on Social Media
Sometimes the customer is not in a good mood and may start talking to you abruptly over social media as s/he may be dissatisfied with your product or service. But, at that point of time, you have to keep patience and don’t need to answer them in the same abrupt manner, otherwise, things will go out of hand and your company will have to suffer for it as you know how fast social media spreads rumors. You must be the solution-oriented person that will result in a better customer service to your company.
Case- Joseph made an order of pizza to a company and the delivery boy did not get the address as he was new in the company so the order gets delayed. Now, Joseph is getting angry and using slang language to the customer care executive on Facebook messenger.
Solution- Patiently answer him and probably offer him free pizza for the inconvenience.
In conclusion, handling customers queries on social media platforms is not an easy task, but can be an opportunity as the more you answer to the customers on social media, the more they will come back to you. You can use single or multiple social media channels which depends on your customer relationship strategy. Answer all queries and complaints of the customer in the right manner and tone. It will result in good business for your company. With constant effort and improvement, you can lead the market in longer run especially if you invested in learning and implementing a great customer service.