There are many predictions for social media this year. Growth of customer service may be one of the most important, as more and more customers are seeking assistance through social media. If you want to focus more on social customer service this year, here are a few tips to get you started.
If you’re just getting started, you may want to create a couple small goals to establish customer service standards for your team.
Respond to customer inquiries within X minutes/hours.
Customers now expect brands to respond to their questions within a short period of time. Depending on the volume of posts you receive, establish a time to answer that is best for your team and your customers. In general, it is best to answer within at least a few hours, while the customer’s question still stands.
Also, depending on the size and capabilities of your team, you’ll want to clearly establish the times that customers can expect to have their questions answered. If your team is available from 9-5 CST, let your customers know that in your bios. This will help manage any expectations.
Establish a voice for your brand.
Depending on your brand’s personality, you’ll definitely want to make sure that everyone who answers any customer service questions knows exactly how to answer. Some brands are funnier than others, and some are more direct. Find the balance showing personality and providing useful information to your customers.
Take issues offline when needed.
Not saying you should encourage your customers to avoid posting their issues online, but certain issues just can’t be solved on a public forum. If a customer has a specific issue that will require getting personal information, move to email or private messaging.
You can direct customers to a customer service number or email, or if you want to set up a specific account for social media inquiries, that’s even better. You will want to avoid letting your customers post their information for you to contact them since anyone can view their information online.
Want more tips on improving your social customer service? Read 3 Ways to Use Social Media to Improve a Brand’s Customer Service.