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Thanks to digital channels, consumers are always connected to businesses, products, and services. They have the power to shop, review and get information anytime they need to fulfill their needs. This digital transformation is causing companies to make changes to their business models and add social media customer service to their marketing strategy.

Social media is the new frontier of customer service and a powerful tool for businesses to connect with consumers.

Are you taking advantage of the benefits of social media to keep customers coming back for more? Here are 5 flawless tips to deliver excellent social media customer service:

 5 Flawless Tips to Deliver Excellent Social Media Customer Care

#1 - Make a plan

A clear social media strategy is crucial to managing customer service on social media. Who are your customers? What kind of tone are you going to use to communicate with them?  Where are they, and which social media channels do they use? These are just a few questions to consider when creating your social media strategy.

This plan should be able to back up your business objectives and strengthen the relationship between you and your customers. It is crucial to include voice, tone and processes to manage crisis scenarios, reply to customers, and turn them into brand advocates.

 

#2 - Be available & respond on time

88% of consumers are less likely to purchase from a company that leaves questions on social media unanswered. Are you there when your customers need you? The first step to being available is knowing where your customers are.

Monitor different social media platforms to flag all messages related to your company, services or products. Search for mentions and start building a social media presence, engage with consumers, and include yourself in conversations relevant to your industry. Time is of the essence to reply when customers are looking for answers about your company on social media.

 

#3 - Listen to their needs

1 in every 3 customers turns to social media to seek advice or communicate with a business. customer service isn't just about sending canned answers to customers. Take the time to personalize replies and address consumers by name; make them feel appreciated, and portray your brand as approachable, warm, friendly, and helpful.

When responding to customers complaints, people love being acknowledged, deal with negative comments on social media promptly to let them know that you're listening, taking action, and most importantly, to show them that you care about them.

 

#4 - Know when to take things offline

According to Cision, 45% of customers say they would view a brand more positively if it responded to negative comments on social media. Be there when your audience needs you and be wise enough to take things offline if needed. If you're dealing with upset customers, take a moment to consider the seriousness of the inquiry and cautiously approach it.

Sometimes customer requests can't be solved in one interaction, consider moving the conversation to private messages when there are multiple questions, the customer needs to share sensitive data with you or if the situation is escalating.

After solving the issue offline, take a moment to return to the social media channel to thank the customer and, most importantly, let consumers know you're taking action.

 

#5 - Track inquiries & ask for feedback

Good, average, bad... all feedback is good feedback. Every social media interaction with your customers is a growing opportunity for your brand.  Let your team know your product or service areas of opportunity, what the customers think about it and work on how you can improve it.

 5 Flawless Tips to Deliver Excellent Social Media Customer Care

Handling customer service on social media channels can be demanding, but with the appropriate processes, you can manage them successfully.

The main takeaways to deliver excellent social media customer service are: 

  • Create a social media strategy and share it with your team to pass on your brand's social media personality.
  • Be available and make every customer feel important.
  • Go beyond just answering questions and go the extra mile to make your customers happy.
  • Write creative and personalized responses to win customers over.
  • Be assertive and know when to take things offline.
  • Keep track of the good, bad, and the ugly feedback.
  • Deliver a consistent and fantastic customer support. 
Francisco Martinez
Francisco Martinez

As a Digital Customer Service Manager, Francisco knows the importance of listening to customers. His 10 years of social media experience make him an invaluable asset to the digital customer service team. Before joining SPS DGTL, he worked with Citi, monitoring social media outlets such as Twitter, Facebook, Instagram, YouTube, & Google+ for customer service opportunities.