As customers continue to seek quick and effortless experiences on the go, social media channels shine as prime platforms for communication. The rise in smartphone use coupled with the explosive popularity of social platforms has transformed customer service expectations, as brands must engage better and faster than ever before. Those that pay attention reap the rewards: According to Convince and Convert, answering social media complaints increases customer advocacy by as much as 25%. If you’re wondering just how your brand can keep up, consider these five tips for great social customer service communications.
Always begin with a short introduction. An agent should introduce himself first, ask for the customer’s name, and then ask how he may assist the customer. Social communications may move quickly, but it’s important to begin each conversation with a personalized greeting as people normally expect on these channels.
The language of social media is often casual and personal, but agents need to resist this trend. It can be challenging, as they should humanize their interactions with customers but refrain from treating them like close friends. As a general rule, agents should avoid using slang words, acronyms, or emojis that may not be understood or appreciated in a professional context. Instead, they should use simple, positive phrases that relay respect and kindness without being too personal.
On channels such as Twitter, short messages are mandatory. However, summarizing information in brief paragraphs is a good rule for all social platforms. Agents should aim to omit extraneous information and proceed swiftly through each conversation, asking questions when necessary to make sure that both sides understand one another. Remember that many customers who reach out on social media are using mobile devices on the go, so short phrases are ideal for saving time and making text easier to read.
Timing is crucial to great social customer service. Customers expect fast responses, so agents must be ready to answer quickly. This means that companies need to make agents available as often as possible. If service is not available 24/7, the hours should be clearly posted. Once agents begin a conversation, they should pace them carefully–customers need a chance to answer questions before agents begin typing again. Lastly, customers should be informed when agents need to look for information so that they don’t think that the conversation has been cut.
Words that convey empathy and gratitude are essential to every customer service exchange. When customers are upset, agents should take the time to acknowledge negative emotions and offer support. In addition, customers should always feel that they are valued. Thanking them for their time and apologizing for difficult situations shows gratitude and builds customer trust.Social media enables companies to engage with customers on a personal level while resolving issues with great efficiency. With a humanized approach, good timing, and a focus on solving problems as quickly as possible, your brand will stand out as a leader in delivering great social customer service.
