Tips for Using Social Media for Customer Service

Customers are using social media to voice their opinions, complaints, and concerns. Customer service and social media go hand in hand, and it’s important to understand the relationship.

The use of social media for customer service has been proven as a great way to engage and retain customers.

But how do we use it to support our customer service efforts? We’ve curated a collection of tactics and best practices for using social media for customer service to help you get started.

Learn the most important components of providing customer service through social media

What is Social Media Customer Service?

Social media customer service is a way to provide support to customers by using social media platforms. This type of customer service is used to respond to questions, complaints, and other issues that customers may have.

Some of the key elements of social media customer service are being responsive to customers, providing accurate information, and using positive language.

It is important to keep in mind that social media customer service is not the same as customer support through email or phone. Social media customer service is delivered across multiple channels that customers are already using. This means that it must be customized for each platform and the customer’s needs.

There are many benefits to using social media customer service.

  • It can be a cost-effective way to provide support. 
  • It can help customers feel like they are part of a community rather than just one step in a long process. 
  • It can provide customers with valuable information about products and services.

The different types of social media customer service

Several different types of social media platforms can be used for customer service. Some of the most popular include:

  • Twitter: Twitter is probably the most popular social media platform for customer service. It’s fast and easy to use, which makes it a great choice for responding quickly to complaints and comments.
  • Facebook: Facebook is a great way to connect with customers and build relationships. It can also be used for customer feedback and also to sell products via Facebook Business.
  • Google+: Google+ is a social media platform that’s designed for businesses. It has features like Hangouts, which makes it perfect for video chats with customers.
  • LinkedIn: LinkedIn is a great way to connect with professionals in your industry. It can also be used for customer feedback forms and surveys.
  • Instagram: Do you use Instagram? If not, you are missing out on a unique opportunity. One of the best ways to use Instagram for customer support is to share photos of the product.You can also use Instagram to answer customer questions. If you are on Instagram you can tag people to give them a response. You can also use it to answer questions about the product. If customers have questions about the product, use Instagram to give them a response.

 

Awesome Tips for Social Media Customer Service

  • 59% of brand replies to user Tweets occur within 15 minutes. – Gartner 
  • 94% of consumers say an online review has convinced them to avoid a business. Review Trackers
  • 60% of Twitter users expect a response to their tweet within an hour. (Twitter)
  • A social media interaction costs 1 dollar compared to 6 dollars for a call center interaction. (Incite)
  • 31% of customers turn to social media to make pre-sales inquiries. (Institute of Customer Service)

 

Here are key elements to keep in mind when using social media for customer service:

  • Respond quickly to comments and complaints. It’s important to address negative feedback as soon as possible so that customers feel heard and their concerns are taken seriously.
  • Use social media platforms to connect with your customers. Facebook, Twitter, Instagram, and LinkedIn are all great platforms for customer contact. Use these platforms to send out announcements, respond to customer questions, and provide feedback on your products and services.
  • Be transparent about how your product or service works. Let customers know what they need to do to receive the benefits of your product or service, and avoid any surprises along the way.
  • Use social media to provide updates on your company’s progress. Keep customers informed about what’s happening at your company by posting updates on Facebook, Twitter, and LinkedIn. This will show that you’re dedicated to providing quality service.
  • Engaging with customers: Offer helpful tips and advice instead of giving orders or making assumptions about how customers should behave. This will help build trust and create a positive experience for both you and your customers.
  • Personalize your communication: Keep interactions personal by addressing people by name whenever possible, rather than simply “customer” or “user” (unless they specifically request that you do so). This demonstrates that you take them seriously.
  • Use social media to track customer sentiment. Pay close attention to what customers are saying about your company and products on social media. This information can help you improve your service and make sure that you’re meeting customers’ expectations. Use this information to improve your service offerings.
  • Use social media to market your company to customers. Use social media to promote your company to potential and existing customers. This will help you attract new customers and build loyalty among your current customer base.

 

What to Do With Negative Comments and Complaints?

When a customer has a negative comment or complaint, it can be difficult to know what to do. Sometimes ignoring the comment and focusing on the client’s actual concerns is the best course; other times, addressing and responding to the comment may be necessary.

It is important to remember that social media is a public forum. As such, comments made on social media are public and can be viewed by anyone who visits your page.

It is also important to remember that comments made on social media are not private communications between you and the customer. Anyone who reads a comment posted on your page can take whatever information they choose from it.

If you find yourself in a situation where you need to respond to a negative comment or complaint, be sure to do so in a respectful manner. Remember that comments made on social media are often filled with anger and frustration, which can make them difficult to read.

Bottom Line

The benefits of using social media in an age where information is so readily available to us can be quite attractive. 

By nurturing those online relationships with prospective clients, you can develop trust and improve customer satisfaction with your product or service. Moreover, having an active presence on social media can help build brand awareness in the long term.

DialDesk offers effective and holistic customer support solutions to better manage your customers across all touchpoints. We have helped many brands build their omnichannel presence and streamline the delivery of their product offerings.

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