Original article on Mashable Business
It’s becoming increasingly clear that social media is forever changing customer service. Consumers want immediate answers, and if they are not happy, they may eventually let people know on social media platforms. In today’s climate, smart businesses will leverage their social channels to spread a positive brand reputation. Following are five tips about using social media for customer service:
1. Be Fast
When a customer turns to social media for a support issue, he expects a brand to generate the fastest response possible.
2. Be Visible
Private and direct messaging on Facebook and Twitter is great, but when it comes to customer service, it’s best to be totally transparent and visible.
3. Be Consistent
It’s vital that you ensure all customer support answers remain consistent across the web and across all social channels your company uses.
4. Be Organized
The management of social media is a huge challenge and trying to do it over multiple networks is impossible if your support staff isn’t properly organized.
5. Be Human
Keep your social media customer support as human as possible. People respond best when they feel like they’re talking to other people.
Contact our friendly team today if you would like to find out more about how we expertly work with our clients across social media policy, social media strategy, customised social media tactical design and execution, as well as ongoing maintenance and monitoring.
