Using Social Media to Improve Customer Service
With Facebook and Twitter, you can create automated message replies via the website or some third-party apps. Some responses might not be harmful to your brand, but if a customer receives an inappropriate message in response, they may not be happy. For corporations that opt for automated replies, take the time to check the messages regularly. Never forget, though, that consumers would prefer to hear from humans than robotic, pre-canned answers.
Be Available for Customer Service
Checking your social media page every other day simply is not enough to provide great customer service. The truth is, 40 percent of consumers believe they should receive a reply within the hour. Whether this suggests checking your pages periodically throughout the day or hiring a social media manager to handle it, the task is something that must be done.
Use Already-Existing Customer Service Equipment
While social media sites will definitely provide more ‘help desk’ type tools in the future, the big two already have an option. On the Twitter Customer Support settings page, you can enable customer support and followers will see a button on the page saying support is available.
The big plus with this is that even those who really do not follow you on Twitter can then send direct messages. Similarly, ensure that your Facebook business page is set up to take incoming messages. You can also add a contact button instantly to the page via the ‘Add a Button’ option.
Be Very careful with Automation
Via their actual site or third-party apps, Facebook and Twitter both have options for robotic replies. While these may not hurt in every case, especially if it is just a ‘we will be right with you’ message, the wrong automation can send the wrong message. And if you do use automated responses, do not forget to check in regularly. When it comes down to it, messages sound better coming from people who actually consider the issue at hand.
Consumers are partaking with brands via social media more than ever. Unfortunately, if they see terrible customer service on your page, they may never even try your merchandise. Take the time to do social media customer service appropriately, and it will inevitably pay dividends.
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