In the context in which we live, almost 70% of customers have repeatedly used a brand’s social media channels to receive customer service.
With such high demand, brands must optimize their service practices in these channels to keep up with their customers. Getting more meaningful interactions thanks to the Social Customer Service is possible.
The benefits that we highlight the most are:
- reduction of interaction time
- a new context in which more natural conversations are generated
- the power to serve multiple clients at the same time
Today more than ever, it is clear that the key to successful omnichannel communication involves incorporating the most popular platforms into businesses to be more accessible and convert leads into customers.
Interacting through WhatsApp Business, Telegram, Facebook messenger and Twitter is a fundamental part of omnichannel management.
The use of instant messaging opens the door to a greater interaction with the client, generating better communication and greater trust, which will build long-term relationships that are the ones that you must be really interested in.
Find are a few points to keep in mind when using social media channels in your customer service:
SPEED AND PROACTIVITY
Social media are known for quick exchanges. Your brand must be ready to respond to customers at all times, especially when they ask questions or raise concerns.
According to The Social Habit, 42% of customers who complain on social media expect to receive a response within an hour. Being late can lead to the loss of customers, so it is important to be quick in your responses. Also, quickly engage with customers who leave positive feedback, even if they don’t need specific attention. This will show your brand’s care and proactive attitude towards customer satisfaction, which in turn will encourage greater loyalty.
PROFESSIONALISM ABOVE ALL
Finding the balance between friendly conversation and a professional tone is challenging, but essential. Customer service agents need to be warm and approachable without being too informal.
Excessive use of slang and emoticons can give an impression of being unprofessional and even difficult to understand. Agents must try to keep conversations concise but coherent. Before closing any conversation, always ask if the customer needs any additional help and thank them for their time.
FOR BETTER AND FOR WORSE
Your customers have the right to see what others are saying about your brand. Instead of ignoring or deleting negative feedback, view these moments as opportunities to show transparency in your customer service practices and willingness to resolve issues from within your contact center. Reply to these messages openly so others can see your concern for the customer, and then take the conversation to a private channel for further discussion.
Similarly, your satisfied customers may have wonderful things to say about you. Don’t ignore these compliments, show your gratitude with a thank you and a short conversation to better understand what they like best about your brand. Happy customers will appreciate that you noticed them, and your brand will simply reinforce the good reputation you’ve shown them.
MONITOR THE CHANNELS
In addition to determining which channels your customers use the most, monitor what they’re saying on those channels. Social media listening tools allow brands to track feedback, providing key insights that can help improve products and services.
Exceptional customer service on social media is all about being timely, consistent, and communicating clearly yet friendly. As the use of social platforms continues to increase, following these golden rules is essential to keep your brand focused and present wherever your customers are.
A recent study showed that 7 out of 10 consumers feel more connected to the company if they can send messages. However, these channels are currently only used by 30% of companies.
This means that we are facing a great opportunity for those businesses that want to retain customers and differentiate themselves from their competitors.
Do you have a Contact Center and are you still doubting whether to incorporate these channels? Request more information here.
