Angela discovers customer service on social media

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Written by Andrea Malvido
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2019 brought with it new challenges and goals, also for Angela. After several months of fully devoting herself to fulfilling her business communication plan and managing her online store, she has decided that it is time to continue her training.

This time, Angela wants to find out about customer service on social media because she knows that in today's business world it is essential to respond to online demands . So she picks up her phone and gets in touch with her friend Erica.

The two meet one afternoon and Erica brazil phone data begins to tell her how she serves her followers on social media and the advantages that this entails, such as resource optimization, quick response and loyalty , among many other things.

But Erica warns him that before venturing, he must be clear:

Details about customer service on social media
Woman browsing Facebook on a laptop



The general plan
First, he recommends that you specify which social networks you will use to respond to customers . However, he warns that you should not use too many of them, otherwise you will not be able to serve everyone properly. People want immediacy and that can only be achieved if you can cover everything you have.

Once this is understood, Angela must establish a protocol for action . That is, as the person responsible for customer service on social networks, it is advisable for her to create a general plan that includes all the guidelines to be taken into account.

This is where the company's line of communication, the categorization of the issues that need to be addressed, the tone to be used, response times, and other factors that it considers necessary will come into play.



FAQs and the crisis plan
Erica, seeing that her friend was following her perfectly, continued explaining how to be the best in customer service on social networks and explained to her, from her own experience, that many of the queries she will receive will be repeated. For this reason, she must have a manual of frequently asked questions (FAQs) in order to streamline daily management.

“Oh, and set up a crisis plan to manage situations that could affect your reputation,” he adds.