In today’s day and age, customers expect the same type of customer service on social media marketing strategy that they would get from a customer service agent if they visited a company in store. If you are providing support on social media channels such as Twitter and Facebook, here are a few essential principles to stick to:
- Give timely feedback
There’s no point offering support on social channels if you take days on end to respond. Make sure that someone is checking social profiles at least twice a day so that queries and complaints can be responded to in a timely manner.
- Make sure your community manager is empowered
Your community manager or social media manager needs the right level of authority to make decisions on your behalf. They should be able to advise people on returns or escalation procedures as opposed to simply telling them that they ‘will follow up’ about the query.
- Streamlined information sharing
If at all possible, give your social media manager access to your company’s CRM system so that they have a background on client issues and purchases.
- Don’t delete negative feedback
It’s never nice to receive negative feedback, especially not on a public forum where other people can see it. Avoid deleting any negative feedback simply because it portrays your brand in a poor light. Rather respond to the feedback and ask if you can contact the client to discuss the matter offline.
- Keep an eye on customer service trends
If there is a specific product or service that is generating a lot of complaints, or if there are seasonal trend queries, use this information to be proactive in the future. You can create blog posts and other types of content that can help your customers before they have to resort to contacting you on social media.