Social Media Customer Service – Doing it Right
Customer Service is exactly as its name suggests – providing customers quality services, from purchase to post-purchase aftercare, and in some cases, troubleshooting.
In the rise of social media in the past few years, customer service has shifted into many forms, now riding the social media wave.
What is Social Media Customer Service?
Social media customer service is making use of social media sites as a means to provide customers with assistance in purchasing, upgrading, troubleshooting and any other concerns they may have. It’s also a way to build brand presence in the online community, bringing your brand and service closer to potential customers.
Why is Social Media Customer Service Important to Your Business?
Making customer service much more accessible to both regular and potential customers is a must for every business. When customers feel valued and entertained, they stay loyal to your brand.
Tips on Better Social Media Customer Service
Social Media Customer Service is a different kind of customer service, so it should have a different approach compared to the usual phone call customer service.
Due to social media being easy access and fast-paced, interaction and communication should be brief but concise, and also casual and simple – in short, very easy to understand.
But how do you provide quality customer service in this setting? How do you give complete information simply and briefly? Let’s find out here.
1. It helps you build a relationship with your customers.
Social media is made to connect people from many different places. It’s made to make communication easier and accessible anytime, anywhere. Your business should take advantage of this, as it easily brings your business closer to your customers.
Being accessible establishes a good relationship between your business and your customers, giving them the impression that you are ready to cater to every concern in real time, eventually establishing a good relationship through open communication.
2. Be responsive.
A good social media presence is no good if your customer service is not responsive. Often, customers go for options that reach you immediately, such as social media messaging apps. Improve customer experience by making use of live agents that are always active online and always ready to entertain customer inquiries and concerns. It helps to train agents to respond in a respectful but casual manner, to make customers feel valued and comfortable in reaching out.
3. Use creative hashtags.
Creative Hashtags help customers find you quickly and conveniently. The social media community is always bustling, and a creative hashtag that’s easy to remember and just as easy to find helps customers access your customer services smoothly.
4. Market your customer service.
Promote your customer service just as much as you promote your business. Remind your customers that they are a priority by coming up with creative marketing for your customer service that relates to them. A solid customer experience helps build customer trust and loyalty, so it helps to remind your customers that you’re there whenever they need you.
5. Listen to your customers.
Customer service is more than just waiting for your customers to reach out for concerns. Play an active role in communicating by checking your engagement on social media. Have the initiative to sift through comments and messages, and actively answer them to show your customers that you are constantly improving, and that their insight is just as important to you. Remember that communication is a two-way street, and that you need to do your part as well.
6. Have a dedicated channel specifically for social media concerns.
Social media is an industry of its own, and nowadays many companies offer reliable social media customer care solutions that will safely and properly handle the social media customer care for your business.
Many businesses – from large-scale companies to SMEs – have been outsourcing social media management to efficiently handle all concerns from their social media channels, as well as to build a brand presence online. This way, all things customer service is surely covered, ensuring effective customer service for your business.
Make the Best Out of Social Media
Social media is a powerful tool that can take your business to different heights. Take your customer services up a notch and make good use of the accessibility and reach that social media provides. Keep up with the times and take the extra mile for your customers.
Get Reliable Social Media Customer Care Services for Your Business
Customer Support Philippines is a call center services provider that caters to businesses of all sizes. Manned by our well-trained agents, we provide high quality and cost-effective social media customer care services to handle your social media customer service.
With more than 9 years of excellent call center experience under our belt, we guarantee nothing but the best customer support services for your enterprise. Make the best out of customer service. Contact us now here for more details.
