Want to find out how to deliver great social customer service? Check out the top 10 tips from our team of experts at Conversocial!
There are many different challenges when it comes to delivering effective social customer service. Our team spends every day talking to companies about the biggest obstacles they face, so where better to turn for pointers on getting it right? We quizzed Conversocial’s Sales and Marketing team – in our London and New York offices – for their top tips. Here are ten of the best:
1. Be Human.
''It always helps to be personable. It makes all the difference to know you’re talking to a real person who has some empathy rather than a faceless, generic message at the other end.''
2. Use a Reactive Tone.
“The social space is a public one, one where the consumer takes the lead. Be mindful of the fact that you should not try and dictate conversations, but rather fit in with your customers’ preferred mode of contact.”
3. Keep It Professional.
“Balance humanity with professionalism - acknowledge and empathize with the annoyance or distress of a customer, but avoid being overly colloquial.”
4. Respond Quickly.
“Have a system in place to get back to people as soon as their content is seen - don't keep them waiting! People expect a quick response, so why let them down?”
5. Stay In Real-Time.
“Make sure you don't forget about customers you've started a conversation with. You wouldn't interrupt an unfinished conversation to speak to someone else, so be sure to prioritize messages based on recent interactions - everything should flow in real-time.”
6. Never Delete.
“Resolve the issue online for all to see, and only delete if the post is inappropriate. Deleting messages could cause an uproar with the customer and potentially a PR crisis - which we all want to avoid!”
7. Keep It Online.
“If a customer query comes in via a social network, there’s a reason that they chose to use that channel. Try to resolve issues through the same social network and only redirect them to another channel when absolutely necessary.”
8. Stay Public.
"Don't avoid social media in fear of negative comments - publicly responding to them can convince an unhappy customer not to give up on you. Bad news travels fast - but so will how well you dealt with it."
9. Establish Roles and Responsibilities.
“Determine who is responsible for answering different types of customer questions/complaints, and then establish clear processes for routing messages to the relevant person for a quick and accurate response.”
10. Watch Your Words.
“Be mindful of the context of your replies. It may only be 140 characters on Twitter or a quick sentence on Facebook, but everything is online, and everything is visible for all to see - out of context too.”
Are there any other social customer service tips you would like to share? We would love to hear them! Leave us your tips in the comments below.