This blog post is an excerpt from our latest white paper “Building a customer centric social media strategy.” To download the white paper for free, click here.
Social media should be seen as a customer support channel, with the same impact (if not more, due to its public nature) as phone, email, or live chat. From 2010 to 2013, the adoption of social media customer care programmes increased five-fold, from 12% to 59%. Providing customer support through social media is no longer a “nice-to-have,” it’s a necessity. Here are some tips for dealing with customer service issues on social media.
1.Don’t fight fire with fire. No organisation makes it through life without some poor customer experiences, and the first place you can expect to see your customers complaining is online. Make sure you have a plan to deal with complaints on social media, and bear in mind that your response is visible to anybody who has a social media account.
2. Train your social media team. If you are giving a team member access to respond to customers on your behalf, you need to make sure that they have been through all of the training that your support team for traditional channels has. Your customers should receive the same level of service whether they’ve called you or tweeted you, and ensuring that your support teams are trained in the same way will provide this omnichannel experience.
3. Resolve complaints before they become complaints. Support your customers by creating an FAQ section of your website, allowing customers to resolve issue themselves where possible. To do this, it may help to analyse common complaints, make a list of the top 10-20 issues and create self-service guides for resolving these issues. When customers contact you on social media, send them a link to the relevant troubleshooting guide, allowing your team to focus more on unusual or specific queries.
If you’d like to find out how Cloud90 can help you join your customer’s conversations, contact us today.