Angela discovers customer service on social media
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Wednesday, 27 February 2019 13:23
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 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.
FAQ Wooden Letters
Information, in sight
Another thing that cannot be missing from our networks and that will help customers is to clearly display the availability times, contact channels , recommended consultation areas and the estimated response time.
The more information and certainty our users have, the better their experience with us and our service will be.
The latest tips
Finally, Erica, realizing that Angela was a bit overwhelmed with so much information, decides to briefly write down the last details to keep in mind to be the best in customer service on social networks:
Prioritize the most relevant topics and users
Serving customers outside of established hours if it is urgent list of executive or damaging to the company's image
Knowing your customers and their tastes, location, age, etc.
Customize messages to avoid any kind of automation
Measure the results to see if the actions you are offering are the right ones
Be grateful and generate positive conversation, congratulating your clients or informing them about news.
Acknowledge mistakes and apologize
Once everything is under control, think about rewarding participation in some way , such as offering special promotions to the person who mentions us.
After reviewing all the advantages related to this way of providing optimal customer service, Angela gets down to work and takes advantage of the moment and opportunity to learn even more about this world. She knows that in marketing, learning never ends .