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Social media is pretty great right? It has opened up a two-way conversation between the consumer and the businesses and brands that we love, use and give our money to.
However, whether brands like it or not, people also use social media to voice their complaints. Responses to these complaints can vary wildly, so what is the best way to go about this? We have provided our top 5 tips on handling customer service on social media.
1. Don`t shy away from social media
Put yourself in a customer`s shoes: they`re using a social account anyway, they can contact you on the go and they don`t need to deal with a call centre. It might feel daunting – but by being ready to help where the customer needs you, by interacting you are by default, providing good customer service.
2. Set up standalone customer service profiles
No one wants a Twitter feed cluttered with apologetic @ messages or a Facebook timeline full of complaints. Take lead from companies like Nike or Orange that set up dedicated accounts relating to queries. Let your brand take the spotlight on your main profiles.
3. Focus on the good things – and let your staff know about them!
Champion, share and reward people saying nice things about your brand. In an age where many are desensitized to social media shaming, nice words can have more impact than you might think. Keep staff outside of the marketing team updated on positive comments too; it`s motivating and will help people operate with the social consumer in mind.
4. Know when to give up
Some customers will never be happy, and may even complain with the goal of getting unreasonably compensated. Turn negative comments into positive ones where you can, but sometimes it`s best to politely move on, diverting customers offline to traditional customer service channels if needs be.
5. Be human
Maybe most importantly, it is essential to be human and be nice.Use the customer`s name, light humour might even work if it`s appropriate and fits the brand. If a customer arrives through a social channel, chances are they`ll be expecting a sociable response. Making them feel fobbed off with a standardised message risks turning a mildly irritated customer into an infuriated one.
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Privacy statement: Your privacy is very important to Us. Our company promises not to disclose your personal information to any external company with out your explicit permission.