Customer service as a strategy defines a business, as it can make — or break — your business. Offering outstanding customer service is essential to establish your business as trusted and reliable. The rising popularity of social networks has offered companies a wonderful chance to connect with clients wherever they are at any given moment. These days, social networking plays a critical part in customer service.
In this guide, we’ve listed some of the best practices for social media and different ways you can use social media as customer service and gain an edge over your competitors.
Social Media Platforms for Customer Service
In the age of the internet, social media has become one of the most powerful tools that businesses can use to reach and engage with their customers. With so many different platforms to choose from, it can be difficult to know which one is right for your business. This blog post will discuss the best way to determine which platform to use for customer service, as well as offer some advice on how businesses can use social media platforms for customer service.
Which Social Media Platform Is Right for My Business?
There are a lot of factors to consider when choosing which social media platform is right for your business. Some important factors to keep in mind include:
- Who is your target audience?
- What are your goals for using social media?
- How much time and resources are you willing to invest in social media?
- Which platform will allow you to best reach and engage with your target audience?
To help you answer these questions, we have created a short survey that businesses can use to choose the best social media platform for their needs. The survey consists of just one question, but it is an important one:
"How many hours per week are you willing to spend on social media?"
Based on your answer, we recommend the following platforms
- If you are looking for a quick and easy way to reach a large number of people, Facebook is a good choice. With over 2 billion active users, Facebook is the largest social media platform in the world. Additionally, Facebook offers a variety of features that businesses can use to reach and engage with their target audiences, such as targeted advertising and boosted posts.
- If you are looking for a platform that allows you to build relationships with individual customers, Twitter is a good choice. Twitter is a great platform for customer service because it allows businesses to quickly and easily respond to customer concerns or questions in real time.
- If you have more time and resources to invest in social media, Tumblr might be a good option. Tumblr is a microblogging platform that allows businesses to share text posts, images, audio, video, and links with their followers. Tumblr also has a built-in reblogging feature that makes it easy for users to share your content with their own followers.
Monitor Social Mentions
As tempting as it may be, you don’t need to stare at your social media customer service feed all day. Several tools can do that for you.
With these tools, businesses can track customer sentiment about their brand online, allowing them to get an early warning if something bad may happen before it happens. That means they can also proactively resolve issues with existing customers before they lose those customers completely.
Fighting the Clock
In today’s highly connected world, speed is everything. Whether we are talking about email, customer service, or social media, if your customers are seeing your responses right away, they all move on. That means you have got to make sure every interaction with them goes smoothly—and that means being able to answer questions and solve problems faster.
Setting the Tone
The tone of voice is hugely important in customer service. This can pose problems on social networks, where platforms like Twitter constrain you to brief messages, so getting the tone and emphasis right is harder. The right tone varies depending on your customer, and the best way to adjust your tone is to adjust yours to match.
Take Things Offline – If Needed
As important as it may be to interact with your customers on social media platforms, not everything can be addressed in 140 characters or fewer. Some issues require longer responses, while others involve confidential details that make them uncomfortable publicly sharing. When an issue requires a longer response or private information, it may be appropriate to move the conversation offline. However, it is incredibly important that such conversations follow the same courtesy, professionalism, and respect that you expect to receive yourself.
Social media plays an integral part in our lives and even more so in customer service. If you feel like you’re falling behind in the race, you might want to consider outsourced tech support services from Helpware to handle your social media handles for you.