Close

Six tips for social media
customer service success

By Dan Vanrenen | February 2021

Social media is at the heart of customer service.

Be it Twitter, Facebook, Instagram, one of the easiest ways for companies to further their branding goals, emit their messaging and communicate with customers is via social platforms.

Roughly four billion people around the world currently use social media. That’s more than half of the entire human race. And for this extensive pool of people, getting in touch with a friend is as easy as sending a message to any global corporation or local business.

Or at least in theory.

While it might be easy for a consumer to reach out to their favourite brand or complain if they have an issue, maintaining a two-way street of communication is a little more difficult for companies.

Customer service on social media – is it worth it?

33% of customers have contacted a company using social media channels at some point. On Facebook alone, 20 billion messages are sent between businesses and consumers every month.

The sheer number of consumers using social media to reach out to brands can leave businesses feeling inundated. It is a challenge – one that leaves many organisations throwing in the towel when it comes to social media customer service altogether.

Should you follow suit? The short answer is no. Here’s why:

Customers spend  20-40%  more with companies that respond to customers on social media 
• Solving a customer issue on social media is  six times  cheaper than doing so via a call centre  
74% of millennials report that their perception of a brand improves when the company responds to customer social media enquiries 

Customer service on social media – is it worth it?

33% of customers have contacted a company using social media channels at some point. On Facebook alone, 20 billion messages are sent between businesses and consumers every month.

The sheer number of consumers using social media to reach out to brands can leave businesses feeling inundated. It is a challenge – one that leaves many organisations throwing in the towel when it comes to social media customer service altogether.

Should you follow suit? The short answer is no. Here’s why:

Customers spend  20-40%  more with companies that respond to customers on social media 
• Solving a customer issue on social media is six times  cheaper than doing so via a call centre  
74% of millennials report that their perception of a brand improves when the company responds to customer social media enquiries 

Social media provides a unique opportunity to nurture clients and prospects with great customer service – have conversations, listen to their concerns, build relationships, and expand your business.

Billions of people use social media apps every day. They use them to communicate to their friends, colleagues, family. It is where they are comfortable. And why wouldn’t you want to meet your customers where they are most comfortable?

Ensuring they can easily have conversations with your company in the way that suits them will enhance their experience and improve perceptions. Equally, making it a difficult or laborious process will have an adverse effect.

Six tips for social media customer service success

In our white paper, Adopting an omnichannel customer service, we share six key tips for not only overcoming the challenges of delivering via social media, but drastically using it to enhance overall experiences.

 

1. Set up a dedicated handle.  Having a separate social media handle for support and service issues will help filter out key customer inquiries, ensuring the right teams can respond to the right messages.


2. Use keyword monitoring.  Catch all your brand’s mentions even when you’re not tagged, ensuring you proactively address consumer concerns where possible.


3. Set expectations and offer alternatives.60% of customers who complain about a company on social media expect a response within one hour, a timeframe that might not always be feasible. Making it clear when your team is available to respond, how long it might take and providing other useful resources are all ways in which expectations can be managed.


4. Always respond.  It may appear obvious, but companies don’t always adhere to this golden rule. Simply responding will show all your customers that you care about their needs.


5. Encourage feedback.  Why not capitalize on the tailwinds of a major thought-sharing platform like Twitter? Encourage open dialogue with your customers, ask them to submit their ideas and let them know you are listening by responding.


6. Be more than just a company.  Acting is just as important as reacting. Engaging with your customers – following them, leaving comments, liking posts – will delight them and reinforce positive experiences.

 

Get  social customer service right, and it can be a great opportunity to be proactive in dealing with customer complaints and show your brand is willing to go the extra mile.

Latest Ebook

Adopting omnichannel customer
service: The technologies
and people you need

In this e-book, we cover basic to advanced topics about
how to create a best of breed customer satisfaction
team, as well as how to evaluate opportunities within
your organization for ongoing optimization.

This e-book is essential for anyone involved in an
organization’s customer engagement team or
Center of Excellence setup.

Latest Ebook

Adopting omnichannel customer service: The technologies and people you need

In this e-book, we cover basic to advanced topics about how to create a best of breed customer satisfaction team, as well as how to evaluate opportunities within your organization for ongoing optimization.

This e-book is essential for anyone involved in an organization’s customer engagement team or Center of Excellence setup.

Share this post

Share on linkedin
Share on facebook
Share on email
Share on print