Consumers are already accustomed to the speed of new technologies – access to the Internet (checking information), the development of e-commerce (shopping without leaving home), or social media (staying in touch with loved ones). So the most important thing in providing quality customer service is to make sure they can get help when they need it, no matter what time of day or night they contact you.
Of course, this doesn’t mean that you should hire people to work night shifts, but you do need to make sure that your customer service agents are available as long as possible. It’s also a good idea to hire people on the weekends – consumers often contact you when they have free time and don’t want to wait until Monday for a response.
The speed of the response provided via social media is undoubtedly the key to consumer satisfaction, but it is not the only factor that matters in this area. Below, we’ve compiled some useful tips for providing top-quality customer service.
To make it easier to respond to consumer messages posted on social media platforms, it is worth taking advantage of the opportunities offered by automation. Chatbots, or automated responses that a particular platform provides for the most common questions, can be particularly helpful in customer service. For example, if several people ask about opening hours or product availability, you can create an automated response that provides all the necessary information. In this situation, a human being will be involved only if the consumer’s questions go beyond its scope.
Even if you can’t solve a particular problem right away, don’t leave the question unanswered. Users may see that you read their message but didn’t respond to it, which usually leads to another one in a less friendly tone. A short response, even if it is just to say that you are looking into the issue and will get back to them, lets the consumer know that their problem has been noticed and that you are working on a solution. It’s also a good idea to indicate when they can expect to hear from you again, so they know how long they should wait.
To provide high-quality customer service, prepare response templates that will let you respond to standard questions and issues quickly, leaving you time to focus on other challenges. However, when using templates, try to personalize their content, for example, addressing the customer by name or referring to a specific order number or a situation. Remember to keep calm even if the customer responds more emotionally. In this way, you will show that you treat each recipient individually and respectfully, which will be well-received.
Do you have a dedicated team responsible for interacting with your audience on social media? If so, don’t forget to train them regularly, both in terms of soft skills (effective, cultural and professional communication) and hard knowledge about the company, its processes, values or the products or services it offers. You can’t forget about this, especially when you hire new people, appoint replacements or make changes (to your offers, user panel, processes, etc.). Consumers may become dissatisfied with the slightest change, and you need to have a team that can properly explain why the change has been introduced.
High-quality customer service on social media is an ongoing process that takes a lot of time and commitment. However, it’s definitely worth prioritizing, as recipients, especially Millenials and GenZs, prefer to contact companies via Facebook or Instagram rather than email or phone. Therefore, providing top-quality customer service on social media can help build a strong brand reputation, foster a good relationship with the audience, and translate into greater customer satisfaction.
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Author: Zofia Lipska
With over 10 years of experience in digital marketing, Sophia not only knows the rules of this industry but above all knows how to break them in order to achieve outstanding and creative results.
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