Providing customer service on social media has become an expectation for Millennials. Whether you have a social customer service plan in place or not, customers will be reaching out to you with complaints and testimonials. Social media is highly accessible and according to Statista, 47% of US consumers have a more favorable view of brands who respond to customer service questions or complaints on social media. Learn the power of social listening. If you had a brick and mortar location, would you allow consumers to browse around with no guidance?
Here are some examples of good social media customer service and social listening on different social channels.
JetBlue responding to a customer complaint on Twitter.
Here is an example of how the clothing line, Reformation, is using Instagram to service confused online shoppers.
Here, Facebook uses social media to protect their customer from getting scam, delivering a great service.
Here are some tips for improving you social media customer service:
- Utilize a separate service account for Twitter or Facebook, especially if you have a high volume of service needs. On Instagram, this method does not align with the channel.
- Learn and create solutions for repeat or reoccuring problems.
- The quicker the response the better.
For seven more tips, take a look at Sendible’s advice. Overall, you want to make it easy for the consumer to find you, and find out how to properly contact you for help.
Last take away is to know when to continue the discussion in public and when to take the conversation to a private or direct message. Always publicly respond to avoid the appearance that you do not respond to customer. Invite a customer to a direct message or phone call if you cannot help them at all, you cannot accept fault, or you can no longer deescalate the issue. If you can solve their problem, or offer them compensation, or point them in the right direction, them keep the interaction public. Whether to go respond publicly or privately is up to discretion and depends on the authenticity of the brand. A bank or car manufacturer may lose trust with customers if they don’t minimize risk or public conversations.
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