Social media can be one of the greatest assets for any business to utilize. The Internet has the awesome capability of connecting millions of people from all cultures, backgrounds, and languages, in one place; something that no other form of technology can do!
Learning to use your business’s social media accounts can be advantageous on so many levels. But most importantly, it’s a great customer service tool. Here are just a few ways that you can improve your social media presence and help you connect with your customers on a more personal and direct level.
Designate A Social Media Customer Service Rep
Having a team of customer service reps to answer the phones when a customer has a problem or is upset with their services is a great thing to have. But often times, those phone lines can get tied up with hundreds of calls coming in to your office, and customers can be left waiting one the line for extended periods of time, growing more impatient with every second that ticks by. These days, people are more likely to complain about their service on social media accounts, especially on sites where they are able to address your business directly, such as Twitter. It’s important to have somebody managing your accounts at all times to help mitigate problems that arise, and answer customers’ questions.
The beauty of social media is that it’s a very personal piece of tech. Whereas emails, and sometimes phone calls, are a one-way form of communication, social media is very much a two-way form. Customers know that when they tweet at you with your handle tagged, or make a Facebook post with your business page tagged in the message, you see it. So they expect you to respond as quickly as you can. That’s why it’s important to address complaints and questions as soon as they pop up in your notifications. This shows customers you really care about their business and want to help solve their problems.
Deal With Unruly Customers Privately
Undoubtedly, you’re going to encounter customers that are fed up with poor service they’ve received, or frustrations over miscommunication with the company. And they’re going to let you know they’re upset. When a customer tweets at you, or speaks unkindly about your business on Facebook, it can potentially make your company look really bad. When other customers see those angry posts, they might have a different viewpoint of your business. You may lose a lot of potential customers because of one bad post. In these situations, it’s best to send a private direct message to them, to deal with the issue out of the public’s eye.
Respond With Intent To Resolve
This is one of the most important tips I can give about social media customer service. Always make sure you’re responding to complaints with the intent to solve the customer’s problem. This can help cool off a hot-headed customer that’s upset, and also shows your maturity and confidence in your business. A good example of a tweet back to an unruly customer would be “@JohnDoe – we’re sorry that happened to you, John. Is there anyway we can work with you to resolve this issue?”
Social media isn’t just for promoting your business; it’s also a wonderful tool for helping your customers with their problems. When customers see you’re willing to do whatever it takes to keep their business, they’ll remember it, and they’re more likely to recommend you to other potential customers.