Why should you integrate social media into your business plan? it’s simple. Customers are increasingly moving their service interactions to social media. For this reason, companies must adopt new strategies so that visibility and greater reach become a business opportunity and not a threat to the brand’s reputation.
Steps to integrate social media into your customer service
Take care of response times
Helping customers on social media requires a different approach than traditional customer service. In this case, the most important thing is to give the impression of “always being available”, so the best strategy is to respond to queries, opinions and complaints as soon as possible.
One strategy that can help you streamline this process is to create a separate account for customer support. This helps filter support and service issues from your main, more marketing-focused channel. Also in this way you guarantee that the answer provided is by qualified personnel, with experience in dealing with similar doubts, and therefore, more effective.
Remember, maintaining an agile response time strengthens the relationship with the client, helps to humanize the brand and can drive sales in the right context.
Maximum attention to your customers
It is essential to be up to date on what users are saying about your company. Of course, many of the users of social media will post messages without your brand being previously tagged, so it is vital to try to maintain an active listening and monitor the conversations that are generated around the content published or messages sent.
This way you can engage the community, drive conversations, create hashtags, and establish a certain online presence and personality. The main objective of this strategy is to create a bond, a close connection with users. The more customers feel like they are interacting with a friend, the better.
Create guidelines
To keep the coherence and effectiveness of any social media strategy, a series of guidelines must be previously established that help unify all the values that we want to show.
In this case, you can define the tone of voice and the response style -which should reflect the brand’s values-, the response time for each channel, response procedures and protocols based on each question, or answers to frequent asked questions, among many others.
Be proactive
If customers have recurring questions, it’s an indicator that you need to provide additional informational resources or clearer messages from agents.
Customer service channels on social media are usually places to share informative and educational content for your followers. The options are endless: you can create posts with clear instructions, exemplify good practices, inspire other uses of your product or service, or notify about news or updates.
Customer service can include anything that makes your customers feel more connected to your company. It should make them feel more comfortable buying, using, and recommending your products.
In addition, these resources will help you reduce the number of support requests, while also increasing the trust and interest of your potential customers.
Answer, always
This may seem obvious, but it is a rule that not all companies follow. The people who ask your brand questions on social media may or may not be your customers (yet). Answering all questions on social media channels shows that you have responsive customer service. A potential customer who asks for help and doesn’t get it will probably go to the competition.
Still, it is not enough just to respond. When customers approach brands on social media, they expect the response to be quick and friendly.
Your social media customer service may not be available 24 hours a day, and that’s okay. The most important thing you need to do is set your customers’ expectations clearly and appropriately.
Make your customer service availability hours clear on social media and let customers know when it will go offline.
You can also provide links to the “Frequently Asked Questions” section, or tell them how to contact them through other channels, such as email.
Take advantage of chatbots
A good strategy for the customer to be satisfied with the attention received from the company is to use chatbots for the most frequent requests. This way, you can provide the customer with immediate attention even when your team is offline.
In addition, using this software tool also reduces the number of requests that agents have to deal with, as the bots work very well to solve simple questions that are frequently repeated.
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Incorporate Twitter, Facebook Messenger, Telegram and Whatsapp Business into your strategy to ensure fluid communication with your customers. With EVOLUTION you will be where your customers are.
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