A Guide to Customer Service on Social Media
It’s no longer a question of if your business needs to listen to customers on social media, but rather an essential. Research shows that 67% of consumers have contacted a company for support via social media, thus showing how vital it is for your business to participate in.
Here are the 4 main rules of Customer Service on Social Media:
1. Monitor your Mentions
Although a large quantity of consumers will contact you directly through tagging you in posts, you may also have to look harder to see what people are saying about you. This may include you needing to type your brand in the search bar to see what people are saying about you without tagging.
2. Speed Matters
Speed is one of the most important factors for support within social media, with 32% of people expecting a reply within 30 minutes, and 42% expecting a reply within the hour. The fast paced nature of social media creates expectations for instant replies and a 24/7 response time.
3. Tone of Voice
Of course, the right tone of voice will depend on your brand and your customer, however it goes without saying that you must remain polite and respectful at all times. Even if you don’t think that you are to blame, always ensure that you apologise. Work on providing a solution, and let the customer know that you are handling the situation. You can also take it privately (through message or phone call) should you feel you need to, or if you need further information.
4. Be Authentic
Nobody wants a robotic response to their question or complaint, and it could even lead to negative customer service, resulting in them going elsewhere (or even to competitors). Instead of copying and pasting responses, ensure that you personalise it to the customer and their message. It will give greater results.
Social Media customer service is more than what meets the eye, it’s also a form of marketing. The world is watching you and your actions, so engage with your customers and respond to all of your mentions – the good, the bad, and even the evil. Show the world your positive business ethic, and increase their chances of doing business with you.
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