Using Social Media for Customer Service
Progressive businesses are further engaging their customers via using social media. In this article, we have provided the main tips that will help you utilize social media to provide exceptional service to your customers.
Companies have to be deliberate about creating and evolving client engagement on social channels. You need a plan that will last long and also must support your strategic goals which undoubtedly will include some of these: enhanced customer loyalty, account growth, support, retention or increased sales. Also, costs can be reduced and profit from economies of scale with a firm roadmap.
Clients desire an experience that is reliable irrespective of the medium they make use of. They wish to be attended to in the capacity they interrelate and have a custom-made experience when they come in contact with the business. With the use of Social media, interactions are being pushed further than the mechanics of frontline service, and you must develop a strategy which cuts across your entire organization.
The dialogues between your customer service reps and consumers when their emotions are high, tell a whole lot about your company. As a business, you must decipher what you intend to accomplish with these discussions. Service, tech, marketing and product teams all could do with a seat at the social customer service desk to set the groundwork for your plan.
Utilize the power of social media in Customer Service
Regardless of whether you have already made an effort to listen in or not, customers are certain to discuss you. Find out the channels mostly used by them by carrying out a research. Perform a comparative analysis of volumes for each of the social media platforms to help you effectively deploy your resources when developing your customer service support team as well as to estimate outbound and inbound messaging. It will be of big help to you if you use a social client service tool with analytics.
Do not fail to remember the various forums and blogs where affinity communities’ discuss the subjects they find most interesting. If your social customer service tool is only able to keep an eye on your social media accounts, you can source information by engaging on the networking sites where they spend time.
Be aware of the needs of your customers. Go in-depth into comments to learn their reason for asking for assistance or information, what it is that troubles them the most, the things they are fond of and things that are working perfectly.
Now, social media has turned out to be as vital as an inbound support channel; a lot of help desk devices have included the capability of including your social media accounts (mainly Facebook and Twitter) so tags for social media mentions can be created by you. It is tempting to offer all your assistance from one tool. However, you must strike a balance between the expediency of receiving your social engagement abilities from your existing help desk tool and receiving everything you require from a devoted social client service platform.
Usually, it is more effective to create a social customer service team that is dedicated, which will subsequently be extended to your social customer offering and the wider team is also trained.
Creating and using a personalized social media command center is an influential and visual tool that will aid in understanding the actual status of your organization’s quality of service. Showing instantaneous metrics on consumer engagement and insight will demonstrate to senior managers and colleagues how the customer support team performs on social channels. Additionally, it gives you an idea about what your clients believe.