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Providing Answers: Responding To Customers Through Conversocial

By Dan Wong on Aug 16, 2012 3:07:00 PM

When messages start pouring in on social media, it can be a bit tricky trying to figure out how to answer them all.

It proves even more difficult as customer expectations for social customer service are increasing. Our research shows that 29% of customers expect a response on Facebook within 2 hours, while 30% of customers want an answer on Twitter within 30 minutes. Although these are high expectations, Conversocial makes responding to customers much easier.

Getting back to your customers with Conversocial:

  • Identify real questions as soon as they come up. Conversocial’s Priority Response Engine helps to identify the most pressing issues first, bringing them to the forefront of your Inbox. You’ll want to respond to these messages as quickly as possible, then carry on with the rest of the messages in your Inbox.  Tip: Make sure that all agents know they should look at the Priority Inbox first – don’t just prioritize messages by the time in which they come in.
  • Before responding to a customer, Conversocial allows you to view the entire conversation history with that user. Social customer service teams should make sure that they read through any past messages sent in from that customer – they could relate to the issue being raised at the time. Trick: Ensuring that sentiment and issue tags are recorded for every customer conversation gives even more useful information about the relationship with that customer the next time they make contact.
  • You should always try to keep social customer service public, but when a customer needs to share personal information, you will need to turn to sending private or direct messages. Conversocial still stores a complete record of international interactions. So you’ll be able to see a consistent conversation record, despite the message type. Tip: Don’t rely on the thread in Facebook or Twitter to give you a complete conversation history - context is lost when you switch to private messages.
  • Conversocial’s conversation history gives you a complete record of not just your customer's recent comments and posts, but all past activity connected with their issue, including who's been dealing with them. In certain cases, it could be advisable to assign the issue back to the original agent. Often, customers will prefer to continue speaking with the same person, and this can also help with efficiency and consistency internally. Tip: When assigning a message over to another agent, you can leave a note letting them know why you’ve passed it over.
  • Using a reliable tool to record all of your customer service responses means that you can review responses for a quality check. Learn what works best in a growing social customer service program to make sure your team is delivering responses which best lead to quick incident resolution and happy customers. Trick: You can export complete conversation data over any time period from Conversocial to review responses by agent, to analyse exactly what’s going out from your team.

Conversocial Pros - got any tips and tricks to share on how you respond to customers? Share them with us in the comments below!

If you’d like to learn more about using Conversocial to keep on top of your social conversations, get in touch! Just drop an email to support@conversocial.com  or tweet @conversocial and one of the team will be more than happy to help.

Topics: Best Practices, Customer Service

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