Social media has not only become crucial in showcasing businesses to more eyes but it’s become equally as important for customer service. A large majority of your customers are likely to already be on social media, therefore, building a strong online presence and allowing an easy funnel for customer support is extremely beneficial.
With social media customer service, you can let your customers know that you are there for them 24/7. This type of assistance helps in building trust with your customers and gaining their loyalty to your business.
Choosing Channels for Customer Service
Picking your social media channels is the most basic yet, most important step in successfully carrying out your online customer service. If you pick the wrong platforms to engage with, you might end up wasting most of your resources while offering ineffective customer service. What you need to do is to research which social media platforms your customers are using. Typically, these will include Facebook, Instagram, and Twitter. From these platforms, you will also be able to monitor your competitors while engaging with your customers.
Dedicated Customer Support Pages
Perhaps you’ve already seen this on social media, perhaps your favorite companies already practice this effective customer service solution… Having a dedicated customer support team to operate customer service accounts on social media platforms. These customer service accounts are always separated from a company’s main account, allowing them to solely focus on customer service. For example, Apple’s main account is simply named “Apple” while their support channel is named “AppleSupport”. This might be exactly what your business needs if your main social media accounts are already too much to handle.
Customer service social media accounts allow easier support for customers as you can sift through issues and queries with ease. This also allows you to separate your content from your customer service, leading to more customer engagement and better organization for your business.
The Customer-First Approach
Positivity is a crucial element in social media. Responding with positivity, even to a harsher customer complaint, shows you care about your customers. Responding in a negative manner may hurt your company’s online reputation and in turn, damage your business.
Taking a customer-first approach will help with customer trust. No matter who is at fault for the situation, your responses must include a straightforward and direct solution while being genuine and apologetic.
Conclusions
Social media is the easiest and most direct form of communication with your customers, and social media platforms like Facebook, Instagram, and Twitter are growing more and more every day. After researching which online platforms your customers use, handling customer service on social media can be one of the best ways to offer fast and efficient support to your customers and help improve the proactiveness of your business.
