It should come as no surprise that your customers are looking to connect with you through social media. They’ll ask questions, complain or give praise based on their individual experiences. And, the way that your company responds will have your customers either trusting your or not. If you haven’t put a plan into place for managing your company’s social media, we’ve created a step-by-step plan to help you get started.
Customer service can be difficult. A proper plan in place for internal team members will help everyone be prepared and on the same page for how to react in a given situation. Just like email customer service, your social media responses may be repetitive. A response template can be made in Google docs or Excel, which will allow your staff to provide great customer service and responses in both positive and negative online conversations. Pro Tip: Remember, not only should you be discussing appropriate responses, but decide whether to discuss customer concerns on the social media platform, or if you are going to move them offline.
Timeliness is key when dealing with social media. Customers usually expect businesses to reply right away. Remind your team to be constantly monitoring the platforms for any mentions and have them respond in a timely manner. Remember, don’t just reply to the good comments, let your customers know that you have heard them if they are complaining, too.
If there is only one Social Media Manager, feel free to skip this step. If there are multiple people monitoring your online presence, set up a schedule using Google docs. Who will be responsible for responding on holidays? On weekends? Determine the logistics so that there is no confusion. For a personal touch, encourage team members to respond with their name when responding online. (Example: Thanks for the Feedback! We appreciate your business! – Amanda)
What do you think? What have you found to be helpful for improving your customer service experience?Posted: Tuesday, June 7th, 2:01pm 3 years ago
“After being frustrated with other service providers. Spartan Spark got our website up and linked to a payment system over just a weekend.” -Patricia Marin - Calgary Family Services