In today’s world, the internet allows businesses, no matter the size to connect with consumers through computers and mobile. Social Media because of its immediacy, ease of interaction and low cost is one of the primary ways through which brands talk to customers and vice-a-versa making it the ideal channel through which your business can offer customer service. In this post we will explore the dos and don’ts of using social media as a portal for customer service:
• Do Make Customers Needs a Priority:
While Social Media is a great marketing tool to get your message out there, remember that your customers are the foundation of your business. Ensure that you get to the bottom of any complaints or issues that they bring to you.
Tackling these issues head-on and solving them will ensure that they return to your business the next time they need your product or service.
• Do Have a Separate Customer Service Page:
As you implement your Social Media Strategy, you will realize that the objectives of customer service and marketing may be counter-intuitive. By creating a separate social page for Customer Service, you will be able to address customers’ queries more accurately and solve their issues in less time than if you combined them with your marketing page.
You can later, use learning and positive experiences from your customer service page and turn them in to user-generated content for your business page.
• Don’t Ignore a Query:
With the advent of the internet, there is also a certain breed of internet users commonly referred to as “trolls” who aim at creating trouble online for their own amusement. It is important that you are able to distinguish this type of user from a customer genuinely looking for help but is unaccustomed to using social media or has difficulties expressing themselves in English. Therefore no matter the complaint, it is essential that you don’t ignore them.
• Do follow set Business hours:
As a small business, you may not be able to provide 24-hour support- 7 days of the week on Social Media. It is important that your audience knows this and does not expect an immediate answer from you at any time. One way to let users know when you are active and can now engage with their issues is by creating a sign in and sign off post or tweet.
This will let customers know that they can now start sharing their queries. It is crucial to do this as it will signal when the user can expect the answer and will not make them think that their complaint is being ignored.
• Don’t Delete Negative Comments:
Deleting a comment or post that you feel reflects badly on your company is definitely a bad customer service practice. Treat any negative comment as an opportunity to publicly solve an issue, show your audience that you care and change the spirit of the conversation.
Negative comments and the time you take to resolve the issue is a great way to demonstrate that you are on top of things and will go the extra mile to give customers what they want.
• Don’t use impersonal, standard language:
An important aspect of customer service no matter what the channel is, to connect with the customer on a very human level. While using social media, do make sure that you do not leave standardized replies but address each user as an individual with a specific problem.
While dealing with many people, there is a tendency to answer any query with the same response- remember this does nothing but anger an already irate customer. Follow these simple guidelines and your business will be on its way to addressing customer service queries on social media like a pro.