Social Media Customer Service Best Practices – Social media Customer service is growing rapidly because both customers and companies are looking for a better and quick medium that is cost-effective to handle customer’s challenges.
It’s predicted that by 2022 customer experience will top most over price, thereby becoming the determining factor for products sales and services. To stay ahead of your competitors you need to be experienced in giving the best customer care service.
Social Media Customer Service Best Practices
Below are five social media customer service best practices to adopt;
Respond to all complainants in all Channels, All Moment
The reason for any complaints is to be heard, there is nothing so annoying to customers like when their complaints are ignored. And even when responding don’t try to sound more professional, your focus should be to give the best response that solves customer’s challenge.
A social media customer service expert rightly said; “Stop trying to be amazing, start being helpful. If you sell something, you have a customer for a day, when you help someone you have a customer for life.”
Know Your Customer
Be empathetic when responding to customer complaints, since social media gives the opportunity to interact with your customer informally, it becomes paramount to first know the tone or language use of your customer as it will help you know how best to interact with them.
A more informal approach seems better in a social media interaction. This doesn’t mean your professionalism isn’t needed but when you know your audience it helps to know when to put up a smiley face and when not to.
Don’t be quick to go Private
Stick to the customers choice of the media channel, as it may be for a reason or it’s might be their preferred medium of reaching you, don’t first ask to take the communication private as it may portray weakness, lack of respect for your customers and inability to handle complainants publicly.
It’s advisable to ask to move the communication only when a solution to their problem has been initiated publicly. You must be ever willing to help your customers no matter how they hash out their issues on social media platforms.
Saying Sorry at First doesn’t mean you are to be Blamed
When responding to a customer is very important to start the conversation with a “Genuine apology”. Don’t see yourself as to be blamed when you have to say sorry, it really doesn’t mean you are at fault, it actually tells the customer that you care and you feel sorry for the inconvenience they are faced with.
A polite approach seems better, if your company is at fault, don’t hesitate to take responsibility and put in what it takes to not only solve the customer’s current challenge but at the end still regain their trust. If the customer is at fault it isn’t right to pass the blame on the customer even if the challenge is out of your control still find a way to turn the lights on for the customer, a kind word might be what is needed or a special offer. That Customer if taken care of might ends up being your brand advocates.
Occasionally share self-service tips
You can develop a weekly or monthly self-service customer tips content for your customers, let them know you care about their frustration and that you really want the best experience for them with your products or services.
Customer Care Service Mistakes to Avoid
Just like we have shared some Social Media Customer Service Best Practices, there are also mistakes you aren’t expected to make when dealing with customers on social media platforms. Here are some few;
- Don’t Delete customer’s posts, comment or complaints.
- Being defensive isn’t ideal.
- Ignoring customer’s complaints, comments or posts doesn’t speak well of your brand.
- The worst thing you can ever do is to argue with a customer.
- Don’t be too helpful, give only what is required.