To respond to customer inquiries on social media with timeliness and empathy, establish a dedicated team or individual to monitor social media channels regularly. Set clear response time goals, ideally within a few hours, to ensure prompt replies. When responding, acknowledge the customer's concern and express understanding of their feelings. Use a friendly and conversational tone, and personalize your responses to show that you value each customer's input. If the inquiry requires further assistance, invite them to continue the conversation through direct messages or phone calls for a more personalized approach, ensuring they feel heard and supported.

To have a good blend of timeliness and empathy, be sure to get PERSONAL! Most customer inquiries involve the contact already giving much information upfront. So say hi, introduce yourself, ask for their names if they didn't mention and how their day is going. Afterwards, answer their questions and offer any additional advice/suggestions they didn't ask for; trust me, it will be appreciated! Social media is a 'chat' medium, so don't be too professional and you'll be sure to form a connection with your customer.

90% of social media escalations stem from failed commitments in the past by the various departments or service request it’s important to take adequate time and deep dive into the root of the problem and then address that particular issue while acknowledging that somewhere along the line, the organisation may have failed the customers expectations.the balance 10% of cases who use social media as a pretence to escalate and highlight issues which may be unfair and unreasonable. you will find some cases who think that social media noise will scare the company into accepting an unreasonable demand. In the first place. It’s important to identify those particular cases and respond to them, bluntly about this is where the company stands.

Always within the hour to get that relationship nurtured moving forward and building a working discussing on how to ensure both sides know its the priority to getting it sorted

Responding to customer inquiries on social media with speed and empathy is crucial. Aim to reply quickly—delayed responses can lead to frustration. Keep your tone friendly and understanding, even if the inquiry is simple. At FAM, we make it a point to acknowledge their concern immediately and provide clear, helpful solutions. If the issue is complex, let them know you’re working on it and follow up with updates. The goal is to show customers you’re available, you care, and you’re ready to resolve their issues, building trust through each interaction.