How your business uses social media can make all the difference.
In fact, social media interactions can make or break your brand. Not only does a social media presence show customers that you are in tune with the times, but you can actually use social media to improve the customer experience and customer service. When customers have issues using a product, they turn to social media platforms– especially Twitter and Facebook– to reach out to brands for help. And how a brand responds can make or break relationships.
Here are four tips to help make your customer service interactions on social media as positive as possible.
Even though you are on social media, which is more of an informal communication method, it’s important to stay professional. Never come across as negative or rude, no matter what a customer says. Always be tactful and stay solution oriented in responses. How you handle negativity online can majorly affect your image, even if you don't believe you were in the wrong in the first place.
When a customer reaches out to you, they’re looking to chat with a human, not a robot. Whether you’re responding to a private message, email, or post, be friendly! Genuinely strive to help the customer, and support their needs. If you are using messenger chatbots on Facebook, be sure to program chatbot language in a way that sounds human-like and pass on any complicated asks to a real customer service representative.
Addressing a customer’s question or concern efficiently is super important. Not only should you be professional and swift with a response, but you should also ask the right questions to get real clarity on the situation. If dealing with a more complex query, exercise patience and send a follow-up message if needed.