No matter what your business size or niche is, customer satisfaction Is the key to business success.with 4.48 billion For social media users who spend a lot of time on social media platforms, providing social customer care is an important factor in customer satisfaction and can take your business to a new level.
Everyone uses social media, so it’s no wonder companies promote their products and services on these channels to reach them Target audienceAt the same time, modern people want to communicate with brands through social media and get their questions answered, so the demand for social customer care is also growing.
In this blog post, we will tell you the importance of providing social customer care and name the most important social media channels for customer service, And provide six tips on excellent social customer care.
Why should companies provide social customer care?
Dealing with customer service is not easy.The more communication channels your company uses, the more difficult it is Customer Service Representative Track all conversations and provide excellent customer service.However, it is now necessary to provide social customer care Business growth.
Here are the three main reasons for providing social customer service:
-
- increasing customer satisfaction: During this period Customer journey, People may have questions about your product or service. Since it is convenient for people to ask questions on platforms that interact with your brand, you are more likely to receive requests from customers on social media. When you answer customer requests, people will be satisfied and connect more with your company.
- Improve customer retention rate: Acquiring new customers is Five times more expensive Instead of keeping the existing ones.In order for your customers to have a good reason to deal with your business again, it is important to pay attention to their needs and wishes, because this is one of the most effective methods Customer retention strategyThis means that it is important to answer their questions on the communication channels they use more often.
- Keep up with current customer service trends: Gone are the days when customers used the phone for customer support. With the rise of messaging, social customer care is one of the most important customer service trends when people want companies to send emails or messages in response to their requests. Keeping up with trends means staying ahead of your competitors.
If you still doubt whether your company should spend time and effort to provide social customer service, check the chart below to understand that demand is growing.
Which social media channels can be used for social customer care?
Companies should provide social customer care on channels that their audiences use more often.
By having social media on different channels, it is important to be prepared for customer requests on all these platforms. However, if you cannot provide your followers with social customer care on all the social platforms used for business promotion, then it is best to focus on the most used and popular platforms.
according to Social Media Marketing Report, Facebook, Instagram and Twitter are still the most commonly used social media platforms.
This means you should use these social media channels for social customer care, because your customers are more likely to contact your company on these platforms.
Read below to learn about actionable social customer care techniques for Facebook, Instagram, and Twitter.
Tip #1: Tell followers how to get in touch with your business
About 67% Of people are now looking for solutions to problems on social media networks such as Facebook, Instagram, and Twitter. When people contact your business on social media, they want to make sure that their request is passed on to your customer service team. Therefore, it is very important to tell your followers how to get in touch with your business.
The best way is to write down your customer support options in the profile section so that your followers or visitors can find information on how to easily contact your business.
For example, Made.com has approximately 1.5 million followers on Instagram, so the company encourages customers to contact its customer support via email. Therefore, the company not only wrote it down on the resume, but also added its email address as a contact method:
However, Made.com provides social customer service on Twitter, and the company has a separate account for customer inquiries:
Tip 2: Reduce server response time
When it takes days or weeks to get a brand response, people lose interest in buying products from your business. In addition, expectations for social media response time have increased in the past few years. Nowadays, 39% Of social media users expect a response within an hour.
Pleasant customers who want to share customer service For social media issues, it is important to reduce server response time. The best (and easiest) way is to create a FAQ video and upload it to your business profile, because people can find answers to their questions without contacting a customer service representative.
With the rise of video content, when 69% people Prefer watching videos To understand the product or service, how-to videos can help customers find answers to their questions and make the resolution process faster and more cost-effective.
Fortunately, every business owner or marketer can Create professional-quality videos without professional knowledge, Because the current market provides several highly intuitive video editing applications.For example, you can rely on Videoleap (which can be used for IOS & Android) When creating FAQ videos or other supporting content, because it allows you to mix videos and images, add sound effects, and use unique filters and stickers anytime and anywhere.
The company’s own how-to video is a great example of effective support content. These clips make it easier for viewers to understand how to make the most of Videoleap-there is no need to contact the support team at all. Check it out here:
More importantly, social media platforms have introduced business-specific features that can help companies quickly communicate with customers. With the presence of Facebook, you can install based on knowledge base Help customers Get answers to common questions and even more questions. See how the view hangs:
However, if you use Instagram or Twitter for social customer service and you can’t install a business chatbot, you can still take advantage of the quick response feature, which allows your business to create a list of responses to common questions and then send it to different customers. Enter the same reply. The following is the actual effect of this function:
Another great way to speed up response time is to encourage social media followers to call you and install IVR So that callers can interact with your customer support team Through a series of automatic menus And answer their questions without contacting humans. If you have a small team or are experiencing high call volumes, this is a reliable choice.
Tip #3: Provide separate social media information for customer inquiries
Providing followers with outstanding social customer care means responding to their inquiries quickly.Use one Strong social media team, You should have a customer service representative who can collect and manage customer inquiries on social media.
Case:
If you sell on social media and receive hundreds of product requests on your main profile, it can be intimidating to track all customer queries and manage them quickly. To help your customer support team process customer requests, it is important to create a separate social media profile for customer service, just like the following example from Yahoo!:
Tip #4: Keep track of all conversations about your business
When people ask questions about your product or share their customer experience on social media, they use different communication methods. Some people comment or slid into direct messages under social media posts, while others recount their experiences in personal profiles that mark your brand profile.
In short, people start a conversation with your brand without asking about your communication channel preferences. In order to provide good social customer care and show that you care about customers, it is important to track all conversations about your business and monitor brand mentions, direct messages, and comments.
If your customer flags your profile, you will receive a notification that allows your customer support team to quickly manage customer service inquiries. This is how it actually works:
However, if you want to manage all conversations from one place, it is best to find a tool with the following functions Social inbox function This helps your customer support team membersCollect queries and redirect them to appropriate employees Across multiple social media channels.
Tip #5: Use private channels for important support conversations
It’s cruel but true: people are more likely to share their Negative customer experience Help other potential customers make the right choices on social media.
Living in the age of social media, when most People read online reviews before choosing a business. Negative reviews can have a devastating effect on your brand because they will persuade people to avoid the business. This means the importance of dealing with key support dialogues.
More importantly, for unsatisfied customers, it is best to use private channels to help them Avoid cybercrime attacks Protect your brand from negative word-of-mouth when sharing personal data.
To transfer key support conversations to private channels, learn from Whoop:
Tip #6: Provide proactive customer service
Great social customer care should be professionalpositive.It means you Customer problems can be identified and resolved before they become problems. Communicating with your followers and customers on social media is an effective way to provide proactive customer service. In addition, there are many ways to encourage active customer care.
For example, you can tell your subscribers about customer satisfaction surveys. In order to encourage more people to fill in, you can also give all participants a chance to win something valuable, like the following example:
Another great way to understand customers and their pain points is that you can use business-specific features (such as voting stickers) to collect their questions and respond to customers before they contact your customer support team. Take a look at how M&M’s uses this strategy:
One sentence
In the past ten years, the demand for social customer care has continued to grow. Since people spend a lot of time on social media channels, it is not surprising that they use these platforms as communication channels to resolve customer inquiries. More importantly, people have high demands, which means that brands should be prepared to provide outstanding social customer service to stand out and satisfy their target audience.
About the Author
Varrazo Is a freelance SMM consultant, helping small and medium enterprises to promote their products and services online.
