In this digital era, every business activity has shifted to online and strives to provide quality online customer service. Customer service is key to a brand and cannot be ignored. It is one of the most critical parts of marketing strategies for businesses.
Providing good customer service by responding to customer communications, both positive and negative, will demonstrate our professionalism as a brand. You will effectively increase brand awareness, loyalty, and customer engagement.
In this case, social media is the leading communication platform for online customer service. More than 90% of social media users have communicated with a business page at least once, and at least 54% have used social media to find the products and services they want to buy.
However, most businesses still struggle to provide quality social media customer service. It requires the right strategies and techniques to increase engagement and customer loyalty. We give you the top five tips for customer service on social media.
1. Improve Customer Service Response Time
When you take weeks or days to respond to your customers, they are likely to lose interest in your business, which may also trigger negative reviews and a bad reputation for your business. Therefore, it is crucial to respond quickly to your customers, especially negative ones.
According to a survey, 32% of social media users who contact a brand expect a response within 30 minutes, and 42% expect a response within 60 minutes.
Thus, it is essential to be responsive to your customers. Even if you can’t resolve the problem immediately, you should at least try to send a quick response saying you’re investigating their complaint.
Try to improve your customer service response time to give the best customer experience and bring an excellent reputation to your business.
2. Enable Customer Self-Service on Social Media
Customers use social media to get closer to the brands they follow, whether to ask questions, find information, share feedback, etc. So, every customer must be waiting for a response from your business quickly.
Thus, your business needs tactics to always respond 24/7 to provide a good customer experience. Customer service automation will make it easier for your business to serve active customers anytime and anywhere.
Here are powerful ways to enable customer self-service on social media:
- Create product videos for social media
- Use chatbot and link back to it in your bio section
- Features FAQs on your social media profiles
It’s a good idea to lay a bet on customer service automation and help your consumers easily find their solutions.
3. Monitor Conversations and Be Proactive
The best way to do customer service on social media is to offer help before people ask questions. At least we should be able to think one step ahead of the customer. You can provide solutions and offer various options according to their needs and problems.
That way, customers will be impressed with the service you provide. Being proactive is a tactic many businesses use to generate buzz and leads. Thus, be proactive so that your business quickly gains customers’ trust and a good image from your customers.
4. Listen to Your Customers
Another customer service tip you must consider is always listening to your customers. This proves that you give your customers your full attention, so they feel valued. It can increase customer engagement and their loyalty to your brand.
There are several things you need to remember to be a good listener. following:
- Never interrupt when they are talking
- Listening with empathy
- Understand carefully what their problems are
- Give feedback and solution
- Take clear and concise notes
So, make sure you are always focused and be patient. Another important thing is always to control your emotions when dealing with various customers. So, it is essential to always keep it professional and courteous.
5. Encourage Feedback
Even if you feel you can provide the best service for your customers, they don’t necessarily feel the same way.
Since customer service is the most crucial feature in maintaining customer loyalty, provide a place for them to give feedback on your service so that you will continue to be motivated to improve its quality.
You can ask them to fill out a rating from the Very Satisfied to Dissatisfied scale on the online feedback form. Who else can provide the most objective feedback about your services, if not customers?
Social media is the most-used channel for customer service. Through social media, business owners can develop their business from behavior patterns, and comments or criticisms customers submit in shopping.
Good customer service can improve your business reputation for the better. Therefore, monitoring and being careful with your customer service strategy is vital. The tips mentioned above will help you provide quality social media customer service.
It’s time for you to take action to improve your customer service quality.
Andre Oentoro is the founder of Breadnbeyond, an award winning explainer video company. He helps businesses increase conversion rates, close more sales, and get positive ROI from explainer videos (in that order).
LinkedIn: Andre Oentoro