![]() Some of these posts might warrant a customer service response. Of course, many people will also post messages about your business online without tagging any of your social accounts. Find and monitor conversations relevant to your business If a service request comes into your main social channel, pass it along to the right team and respond from your support account. They might simply use the brand handle they already know rather than looking at your main profile to check for a support account. People will still use your main social marketing handles to contact you with support and service issues. This lets people know where to reach out for support-related requests. If you create a dedicated social channel for customer support, include that handle in your brand’s other social profile bios. It also ensures you assign the right teams to monitor the right types of incoming public messages. This helps filter out support and service issues from your primary channel. For example, Hootsuite uses which is run by the support team. That’s why it can be a good idea for brands to use separate social media accounts to offer social media customer service solutions. ![]() The social media and customer service stats above show a customer service Twitter account is more likely to respond within 15 minutes. Your customer service team can likely address client questions faster and in more detail than your social marketing team can. Set up a dedicated handle for social media customer support PST to help!” or “We respond to all customer service requests within 20 minutes” lets consumers know what to expect and alleviates frustration before it can begin. Once you’ve locked in your internal time expectations, let your audience know, too. Your team should have time goals for acknowledging social media posts (e.g., “Thanks for your message… our support team will be in touch within 24 hours”) and for resolving basic queries. For an always-on, quick-and-chatty site like Twitter, a brief-yet-fast response is going to be valued more than on Youtube. It’s a good idea to align these goals to platform characteristics. What hours will you be available on Twitter versus Facebook? What response times are reasonable for your team and respectful to your audience? Your overarching social media customer service strategy should start by defining your platform presence and service windows. You can be as nice as you’d like to an unsatisfied customer on Twitter, but to truly offer best-in-class service on social, you’ve got to get the whole team on board and build a robust customer service strategy where no detail has been left unconsidered. It can be defined as a pyramid: one based on a foundation of organization and skills. How to have good customer service on social media: 13 essential tipsĭelivering great social media customer service is a layered approach.
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