We’ve been exploring new trends in customer care by looking at how social media can be leveraged to meet the expectations of today’s connected customer. In our last article we looked at why you should use social media as a customer service tool. We collected a list of best practices that will make the management of this new approach simple and effective for any size business.
The need for speed
Customers expect a fast response to their inquiry or complaint. Facebook and Twitter are two platforms that provide the quick response capability your customers will appreciate. If you have a team member handling customer service in the conventional way add the task of watching Facebook and Twitter with a check in every hour or two. If you are a one person operation the same rule should apply. Set a reminder to check in throughout the day so you can head off any potential issues that you see in the comments. Your business may not require this level of frequency but based on the trends we discussed in this article series every business must build this task into their customer management routine.
The right tool for the job
Don’t overwhelm yourself with using every social media platform for customer service. Decide on one platform and direct your customers to it throughout your website and marketing communication. Nike uses Twitter where they established a separate Twitter handle just for customer support which they monitor and update throughout the day. To simplify this task we recommend using a software to manage your social media in one place. Hootsuite, ZenDesk, HappyFox, FreshDesk and Salesforce Desk are just a few examples of tools that will make this task much easier and less time consuming.
The direct approach
Being proactive, transparent and highly communicative will earn you the respect of both your existing and prospective customers. For example, if you discover a problem with your product take to social media before they do and address the issues directly. Show your audience that you are willing to take responsibility for mistakes, problems and complaints. And don’t forget to add a touch of humor to show the human side of your company. Using social media to broadcast updates, revisions and improvements to your product or service is another important communication tool for your fans and followers. This direct approach will build customer loyalty and your fan base to an even greater level.
Even a small business can leverage the power of social media as a tool to improve customer service. How are you using social media for your customer service? Do you have a favorite approach or tool? Share your ideas in the comments below.