Does your business have any customer social service plan? Want to set up your customer service plan on social media? Unfortunately no matter how hard you give it a try, you can no longer run away from a bad customer service done on social media.
Studies have shown that 42% of the consumer’s social media to express their issues expecting a resolution within 60 minutes maximum, followed by 32% not waiting longer than 30 minutes for an immediate response. We do know that criticisms are hard enough to take but we also learn that it makes the business stronger and much better.
A study conducted by Brand Watch shows that most retail brands don’t listen to what their customers are saying on social media. The study further discovered that 46.6% of the brands that are engaged with any tagged mentions were categorized as neutral, questions or complaints. While every organization have their own ways of dealing with customer service on social media, it will never take away anything if we gain insights from 10 business organizations with proven successful social media customer service strategies.
Separating Profile for a Better Customer Service
When the brands separate their customer service account from main profile, it is then keeping the support inquiries separate from the entire marketing efforts of your organization. It here then allows for a trained customer service representatives, who can handle the requests of the clients and allows the marketers to focus on building the brands in other ways.
Apart from saving the time and money the segmentation continues to make the brands more successful and meaningful. Standard KPI generally are do know if the focus of a specific organization is on marketing or on the services. Whereas when it comes to social media marketing the KPI’s focus on how your brands are responding to the content around the web. The brands responses are the most important when it comes to social media customer services.
Humanize Your Brand
People generally tend to favor dealings with other people rather than the companies, so that the key to deliver greater customer on social media turns out to be speedy, personal and empathetic to your responses. Social media gives you the ability to think carefully about your reply speaking in a casual and controversial voice. You can here also use signatures for different representatives in order to sign their tweets and showing them the human side, say for instance virgin mobile account.
Responding Quickly and Easily
According to a study conducted by NM Incite Survey of the social media users, 33% of the respondents will recommend that the brand offers them with a quick and an ineffective response, nearly doubling the number with say about 17% who recommend a brand who offers them with a slow but an effective solution. In fact most recommend a brand that don’t respond at all followed by 19% than the ones who receive an effective but slow response.
Helping Them Where Ever They Are
Generally we all do require help from the place where we reach out and ask. For example if a customer needs help on twitter, then they expect an answer in a form of a tweet and not an email. If they have some being posted on Facebook then they definitely not wish to be called on the number 800.
Getting shuffled around is a customer service pet peeve both offline and offline as said by a study conducted by American Express, and also everyone I have ever met. This in turn helps us to know and understand where the customers are looking out for help. Facebook ruled it recently when it came to customer care, but these days twitter is the place where you are likely to hear from your customers, and this is from the most recent information from social bakers.
Going Above and Beyond
Going beyond something of what is expected can create brand advocates, providing some fantastic PR. A humanized brand with some empowered and great employees is able to deliver some better customer service on a level that is generally unexpected by your customers. In a case study given below is a story of peter shank man who jokingly asked for his favorite restaurant to deliver him with a steak before he boards his flight. And to his surprise, when his plane landed two hours later he then was greeted by an Morton’s server with 24oz porterhouse steak.
Setting Up Alerts, Listening and Speaking Their Language
The importance of monitoring social media channels for comments is something that cannot be overstated. For instance offering an exceptional service using brand watch analytics which is later seen as the laterooms.com, UK leading hotel specialists winning numerous industry awards. They went ahead and developed a new concierge service in order to listen, respond, and stay alert to the issues that may arise on social media in seconds, resulting in an impressive 30% sales conversion.
Last but not the least it’s really important to get an idea and understanding how the customers feel about your brand, do they like it or hate it, what are the issues they are facing, and are they solved or not. You can quantify this by doing collecting the social media mentions and then analyzing them in terms of sentiment, like positive, negative or neutral. Given below is an example of the buffer app mention collecting information in the report that shows all the channels from where your mentions are coming from.
Making Helpful Suggestions and Pointing Back to your Brand
If you are unable to provide your customers with a 24 hours customer service, then do make sure your that your social media profiles states your operating hours clearly. List out the other contacts of your company linking it back to the different social accounts for different regions whenever and where ever possible. You can also have links added related to your website, research and other content providing more detailed information. No matter how your organizations continue to handle comments on social, you in turn are encouraging more activity, engagement and brand mentions increasing your visibility and SEO Rankings.
For personable, responsive, and an effective customer service, you don’t always have to receive the phone, unless and until it is the brands account on social media. Customer services on social media offers customers with some unparalleled agency, interaction and conveniences. For the brands it will mean cost savings and more satisfied vocal customers. If you frustrated with your typical experiences in the customer service phone try, then go online and get the answers you have been looking out for.
Michael Lundberg is the Marketing Manager at Ampliz.