Businesses have a one-of-a-kind tool in social media: it allows them to communicate with their customers, ask questions, spotlight new goods, and share information.
This tool, on the other hand, has the risk of catastrophic failure. There are numerous examples on social media of brands and businesses that have suffered as a result of their failure to recognise the best ways to use these channels for customer care. To assist, 12 YEC experts weigh in on some of the rules to follow while using social media to communicate with customers in a customer service scenario.
1. Be sincere, truthful, and timely.
In today’s social atmosphere, being real, honest, and prompt is critical for any brand. Customers crave authenticity because it reassures them that they are being handled with respect.
2. React as quickly as you can
Respond as soon as possible, especially if a consumer has made a complaint. If you do not address any complaints promptly, they can become a source of concern. Send a direct message or a respectful response to the post. Never become defensive; instead, apologise and examine the problem before attempting to resolve it.
3. Make all pertinent information available to employees.
Give the people who reply to consumers all the information they need! Customers who are asking are want to buy right away and don’t want to wait for a call from someone more qualified. Build your product or service to be able to be sold on Facebook, Instagram, or any other social media network. Meet your customers where they are and close the deal right now.
4. Make an effort to represent your brand’s values.
Always be accommodating when possible, and in your communications, embody your brand’s ideals. If it’s a complaint or a bad issue, moving the topic to a different platform can also be beneficial.
5. Reply to each and every post or message
We attempt to answer to every post, letter, and comment that involves a question that we get at our company. This is difficult to do because our Facebook group has tens of thousands of members. However, because we engage and assist others, we have group members who contribute their knowledge and ideas. It’s vital to pay attention to people’s needs, and this is one way we do so.
6. Listen in on customer conversations.
We use social media to keep track of customer interactions about our company. We then apply what we’ve learned to better our present strategy and address the issues they’ve raised. Social networking is an excellent tool for gathering information that you would not otherwise have access to.
7. Recognize when it’s time to switch to a private chat
All difficulties and complaints should be resolved as soon as feasible. However, knowing which social media posts should be handled in public or private is critical. Certain issues, such as those requiring personal information, are better handled in a private communication. In other circumstances, public discussions might become tense, and are better handled in private for a beneficial ending.
8. Use the tone and voice of your company.
When offering customer support on social media, it’s vital to use your brand’s tone and voice. Customers will be confused and turn away if you sound like an entirely different persona or if you don’t exemplify what your brand stands for.
9. Maintain a Professional and Polite Attitude
Remember that your comments will be seen by thousands of people if you publish them publicly. Naturally, this entails remaining professional and courteous. However, it also implies that you should aim to supply as much information as possible that others, including potential and current clients, may find beneficial.
10. React in a friendly, informal manner.
Many firms use scripted responses or use an overly official tone, which alienates customers. People respond better when you speak to them personally, as if they were a friend. It creates a welcoming environment and gives customers a great impression of your company.
11. Be Careful With Your Exclamation Points
When communicating with customers via social media, exclamation points are essential. When utilised effectively, they indicate excitement and can add a personal touch to some communications. However, overuse of exclamation points will detract from the effect. To maintain the level of excitement, I only use exclamation points in one out of every three phrases.
12. Use a distinct customer service phone number.
Use a different phone number for customer service issues alone. This way, these remarks won’t be mixed up with what’s going on with your main handle, and you’ll be able to designate someone to keep an eye on it in real time. You’ll be able to respond faster (in certain cases, in real time), which will increase the overall level of service you provide.