Social media is the thing right now. Social media can be used in many forms, for example building traffic back to your website and as a visibility tool that could skyrocket your business.
But today’s topic isn’t about what you can do with social media. Instead, it would all about transforming your social media accounts into powerful customer service support platforms.
Sounds interesting? Let’s take a read below.
Transform Social Media Accounts Into Customer Service Support Platforms
Nowadays, customers are using social media as a form of communication. Gone were the days where they would pick up the phone talk to a real person. In today’s technology, they expect to share their thoughts in the open (social media platforms) and expect a response in the shortest time possible.
Did you know that Twitter users expect a response within 30 minutes of sending the initial tweet?
Make no mistakes when it comes to this part. When customers are communicating with you on social, everyone is going to see your communication; yes — both compliments and complaints at the same time.
Take a moment to consider the above.
Most of us (including me) reach out to our hosting providers on Twitter when we need urgent support and the fact remains the same. We hope dearly that they will respond to us as soon as possible!
Transforming social media platforms into excellent customer service platforms
In the next few minutes, you are going to find simple but highly actionable ways to make your social media accounts work harder for you. In return, you will be able to provide better support as well as creating more happy customers.
1. Focusing on the right channels
There are dozens of social media platforms: Facebook, Twitter, Reddit, Google Plus etc. While you can invest and involve as much time as possible on these platforms, it is always recommended to focus on just a few platforms.
The reason behind this is simple. You do not want to get overwhelmed!
There are many things you can consider when choosing the right social media channels and here are some major ones:
- Are your customer more active on [social media network name] or [alternative social media networks]?
- Do you see your competitors spending time on [social media network name]?
- Which social media platforms are you most comfortable with?
- Do you have enough manpower to manage [X number] of social media platforms?
2. Devoting time into the chosen social media platform(s)
The above would help you to decide a list of social media platforms you can engage in. So, what’s next?
Devoting your time and engage in the select social media platform is the answer.
There is absolutely no reason for you to (try) engage in social media when you do not allocate enough time for it. Take the time and opportunity to communicate with your customers on these social media platforms.
And if you are really running thin on time, simply responding to your customers’ questions on social is more than sufficient.
Sure, you do not need to spend hours on these social media platforms as the time can be used for other business needs. However, spending sufficient time is vital and prove that there is someone behind these social media accounts that are willing to solve the customers problems.
3. Use social media tools to double your productivity level (and effectiveness)
Social media can be time-consuming and in most cases, it can take up a lot of your time. When you are devoted with your business, time will be something you do not have.
Trust me, it can burn you out rather quickly.
Social media tools are created to help you to be more productive, save you more time and the whole 9-yard.
There is only one trick when it comes to using social media tools for your business. Use the right social media tool!
When you are managing multiple social media accounts, it can be really time-consuming and that does not include the time spent in engaging with your customers on social media.
With the right social media tools, it can save you a lot of time while allowing you to engage with your customers in a timely manner. For example, Hootsuite allows you to manage multiple social media accounts at the same time (under one roof) and Buffer allows you to schedule social posts days and weeks in advance.
Question: Did you know that you can generate powerful analytical reports from these social media tools?
4. Remember to reply to your customers
When business starts picking up, you may lose track of time and eventually overlook the customer’s inquiry on social.
Sure, it happens but as a business owner, you need to ensure that it doesn’t happen. Not responding to your customers would create many unwanted impressions such as customers are not important or you had literally forgotten about them.
If they could take the time to contact you on social, respond to their questions within a specific time frame (30 minutes, 1 hour, same day etc).
There is absolutely no point replying to them days after as in most cases, they are already extremely disappointed with the slow service.
5. Invite them to communicate on social media
Last but not least, your customers would need to take action before they can communicate with you on social. For starters, they may not know your Twitter handle or they have no idea that you have a Facebook page.
Inform them about these social media accounts which they can reach out to you as soon as possible. At the same time, promise them that you will respond to them within a specific time frame.
At least, they will be able to understand the expectations on you and your team.
Not sure how to invite them? A welcome email with the invitation to connect with you on social media always does the trick!
Now it is your turn!
Many businesses are turning social media into a real-time customer service (and support) platform. In some cases, there is more trust in communicating over social media than phone as it may involve costs for both ends.
Is your company leveraging social media for customer support? Tell me what you think in the comments below.