8 years ago on
Social media has become a major part of our marketing landscape and is a remarkable way to engage with your customers’ while building your brand and your brand’s reputation in the industry.
However, along with this wonderful new way to engage with your customers comes a whole new set of problems, many of which most companies don’t know how to properly address. I’m talking about social media customer service. That’s why I’m going to give you seven tips that will help you effectively address your social media customer service without alienating your followers in the process.
1. Proper Online Verbiage Matters
Just because you are communicating online doesn’t mean your voice isn’t being heard. It’s just as important to use proper verbal communication online as it is offline, such as using online best practices like:
Not typing in all caps
Use proper grammar, capitalization and make sure your responses aren’t littered with misspelled words, etc.
You have to remember that every online conversation will be seen by thousands of people year after year, so how you present yourself and how you handle issues will directly reflect on your brand and how your potential customers will perceive your brand for years to come.
2. Appropriate Online Customer Interactions
Even though you are responding on social media your online customers should not be responded to like you would with a friend on your personal social media pages. Your customers should never be treated as friends. What I mean by that is you should avoid using emojis, internet slang, too-casual language and meaningless banter, etc. Keep it professional yet friendly and your social media interactions will reflect positively on your business.
3. Implement a Strict 24 Hour Response Policy
The easiest thing to let go by the wayside is social media customer service because social media has always been a secondary thought for most businesses. However, that’s no longer the case and it’s imperative that you respond to all social media requests, comments and complaints within 24 hours, if not sooner. If you don’t, just one nasty, unfounded comment or complaint could be seen by thousands of people before you’ve even had a chance to address it or comment on your end of the issue. And viewers who have seen those complaints might never look back at your page again to see how you responded and you will have lost a potential customer forever.
4. Develop an Effective Follow-Up Schedule
Online customer service follow-up is just as important as your quick response to the customer’s initial inquiry. You must make it a policy to follow-up with all resolved and unresolved customer service issues within 24 hours; otherwise, you might as well not have even bothered contacting them at all. Because if you don’t follow-up in a timely manner, your customer’s will view that as if you don’t care and this will reflect poorly on your brand.
5. Hire the Right Attitude
Customer service can’t be trained, customer service has to be hired. What I mean by that is you can’t hire a person who doesn’t have the right personality for delivering exceptional customer service and think you can just train them and expect them to deliver. It won’t happen. You have to hire the right attitude. There are certain personalities that have the proper temperament, attitude and common sense to deliver customer service with an empathetic, nurturing demeanor that comes across as sincere and positive. And that goes for your online customer service hires as well.
6. Strive To Resolve Issues Offline
Everything you do online will be there for everyone to see forever. Therefore, it’s best, whenever possible, to try and take your customer service issues offline. This will give you the opportunity to talk with your customers face to face and address their issues on a more personal level. This will also help keep your dirty laundry off the world wide web for all to see.
7. Empower Your Customer Service Team
There’s nothing more frustrating than dealing with a company whose customer service team has absolutely no authority to resolve issues. When this happens, your customers problems won’t be handled immediately causing them to wait. It also gives them more time to be angry about the situation. It also gives them the opportunity to post a rant on your social media pages about how you were not willing to help them, etc. Even if their request is pending a supervisor’s approval. You should provide your customer team with a certain amount of authority to resolve customer service issues on the spot.
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Do you know where most people spend their time online?
On their mobile devices. That’s why it’s so important that your customer service team be proficient in handling themselves properly whether they are delivering text messages or social media customer service.
Your online customer service goes way beyond a few social media pages. Your team will be texting, blogging, commenting, mobile marketing and a myriad of other tasks that all reflect on your brand.
If you would like more information about how to skyrocket your online marketing efforts without breaking the bank, please contact us today and let us show you what we can do for you.
Sophorn is the marketing guy at Trumpia, a mobile content delivery service that allows users to customize their one-to-one marketing efforts by interconnecting and optimizing all digital platforms. As an innovator in two-way SMS/MMS marketing, Trumpia’s mission is to empower brands and public figures with interactive access to their audiences, reaching targeted affinity groups in a personal way. Trumpia delivers world-class content such as video, ticketing, polling, products sales, contests and giveaways.