Providing effective customer service today is a must. Customers expect a fast solution to their queries and will evaluate you on how effectively you can meet that. You need to be capable of hearing your customers and addressing their queries everywhere where you have an online presence.
You should go the extra mile and grow your online presence on channels your customers use if you still don’t have it. This is where social media gets in the picture. If you look at the statistics, you’ll understand how many customers use social media.
Leveraging social media to provide exceptional customer service is a smart move to set your business on the winning path.
Let’s see some of the best ways to do so and make your customers your advocates on social media.
1. Resolve customer queries with calls
When it comes to customer communication, social media is mostly about texting or leaving comments. That way, brands are usually focused on handling queries via replies, public or personal ones.
However, have you ever tried calling your customers to address their queries?
Using social media features to make VoIP calls provides effective service and promotes your brand. Similar to a discovery call, calling over social media can be used to:
- Make personalized calls — use previous interaction history on a social media channel from which you’re calling to personalize your call.
- Promote your brand — hearing a voice that wants to help will show the human side of your business. Speaking is more effective than texting as it’s more personal, information-rich, and great for relationship building.
- Provide in-depth solutions or quickly resolve complaints promptly — Compared to chatting, talking is way faster and more effective. Leverage it to address all queries swiftly by providing rich, easy-to-understand guidelines, fixes, and explanations.
To conclude, both social media chatting and calling are adequate for different purposes. Some customers prefer chatting and hate talking, and to others, it might be unusual to have a brand calling them to address a query. To bridge this gap, you can promote your social media customer service calls with the help of micro-influencers.
2. Go Omnichannel
We already talked about multi-channel customer service, but have you heard about Omni-channel?
Well, if you didn’t — omnichannel means omnipresent, and you surely know how important it is to always be available for your customers.
Omni-channel customer service is a great way to create exceptional customer experiences. This works by giving both your agents and your customers a single view of past interaction history among all social media touchpoints.
Going omnichannel effectively boosts your brand authority, customer satisfaction, and overall customer-service process effectiveness. Apply this to social media, and you’ll handle complaints, support queries, and other customer-related matters with ease. You’ll also be able to provide more personalized and relevant customer service — which helps improve customer relationships.
To sum it up, omnichannel will improve your:
- Public image
- Brand trust and loyalty
- Brand relevance and credibility
- Customer service costs
- Customer-centric approach
- Insights from your customer service analytics
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- 100,000+ media publications;
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3. Utilize a multi-channel approach
To provide customer service using only one social media channel is not enough. Successful businesses are bound to use multiple channels to provide service to their customers.
That’s because a staggering 72% of consumers prefer businesses that provide multi-channel customer service.
It’s not a desirable trend anymore, it’s an expectation!
The power of leveraging multi-channel support is that you’ll be able to address customers’ concerns more effectively. That’s because you’ll allow each customer to use their most preferred channel. You’ll also ensure that no one is left “unhandled,” thus boosting your customer satisfaction rates.
Therefore, implement customer service on all social media channels like Twitter, Facebook, Instagram, LinkedIn, etc. It’s also a good idea to expand to other social media networks to enable customer support.
Finally, considering multi-channel marketing automation will save you time and help you focus on other pressing matters.
Apart from your main profile on social media, consider creating another dedicated profile for customer service. This makes customer service more effective and easier to provide because:
- You’ll have a dedicated profile with customer service requests only, so you’ll be able to track and analyze them quickly. That’s because these requests will be separated from the communication via your brand’s main profile.
- You’ll look more professional — Customers will perceive you as a brand with the desire and power to invest separately in customer support service. Top this off with having a dedicated customer support profile on all social media, and you’ll watch your customer satisfaction blossom.
- Customers will have access to previous conversation history in one place. This is especially important because they’ll be able to quickly review past guidelines and even unearth a solution they’ve missed. This improves customer experience and eliminates the need to separate regular from customer service communication.
Finally, we encourage you to go and create a solid, dedicated social media customer service profile and start resolving customers’ queries more effectively.
5. Create a self-service database
You constantly need to optimize if you want to have stellar customer service. That means pulling insights from interactions, complaints, and available customer communication.
Analyzing the above will help you collect the most pressing and most frequent customer issues. You can create rich and relevant FAQs focused on solving customers’ issues/complaints with this data.
Having a dedicated space for a FAQ or other type of knowledge base (on your social media channel) can also prevent customer complaints from going public. Place this resource on top of your page, so it’s easily accessible. You’ll address those complaints and other queries the moment your customers visit your page.
Another idea to leverage the power of self-service is through smart chatbots. Today, there are a lot of solutions on the market, infused with the power of AI. The best ones include NLP (Natural Language Processing) and NLU (Natural Language Understanding) technologies.
Chatbots can solve many queries or offer additional resources from your knowledge base. In cases when they can’t meet customers’ requirements, they’ll quickly escalate an issue to a human agent.
Here are some more advantages of self-service chatbots:
- They are interactive and conversational
- They save time and are available around-the-clock
- They help you automate your customer service process
You should treat social media as a giant communication channel. It’s a good idea to treat it and break it down to the core elements for better understanding and analysis. This perspective will allow you to stay ahead of the curve and utilize multi and omnichannel customer service.
However, you should also pay attention to every social media channel’s specifics and leverage them accordingly.
There are many ways, strategies, and approaches to provide stellar social media customer support, but please remember this thing.
Customer-centricity should be the core pillar behind every business. That will create a solid foundation to lay your social media customer service endeavors on.