Everything you need to know about social media customer service in practice
NapoleonCat.com
Moderate. Publish. Analyze. Grow... with one social media management platform ??
Welcome to the digital age, where social media is the hottest spot for customers to seek help! Did you know that companies who ace their social media game can boost their revenue by up to 40%? But don't worry; it's not rocket science!
Your customers simply expect speedy and practical support on their chosen social media channels with a personal touch. Sounds easy and fun, doesn't it? Nevertheless, some problems can occur when you start researching the subject and have no idea how to connect the dots. Luckily, we are here to help.?
Let's be honest: social media customer service is a game-changer for businesses. Being proactive on social media can make all the difference in customer loyalty and satisfaction. If you want to stand out from the competition, then it's time to show your customers genuine care by resolving their service issues on social media.
Not only will you prove your dedication to providing first-class service, but you'll also reduce response times and make your customers feel valued. And with the right tools, like NapoleonCat's Social Inbox and automation features, you can streamline all customer service queries and take your service to new heights! How to do that? Let's find out!
In this article, you will learn:
End-to-end strategy of client service on social media
Creating a killer social media strategy can take time, but it all starts with selecting the perfect platforms to engage with your customers. You'll want to consider factors like customer demographics, service expectations, and existing brand presence to ensure you're putting your best foot forward.
Once you've narrowed your list of go-to platforms, it's time to take care of the details, like your service windows. Do you want your customer service team to be available 24/7, always-on, or just during standard business hours? (Automation can greatly help that – we will get to it later). It's crucial to align your service windows with platform characteristics to meet your customers' needs.
Finally, remember to publish transparent, user-friendly social media policies to educate customers on the ins and outs of your service boundaries. They'll thank you for it!
Keep interactions with clients funnelled into one place
So, you've got your social media presence all set up and ready to go, but now you're faced with a new challenge – how do you keep track of all your customer interactions across multiple channels? Picture this: you're trying to juggle private messages, comments, and Google reviews across a multitude of locations. It's enough to make anyone's head spin!?
With the help of social media engagement tools like NapoleonCat, all of your customer interactions can be conveniently funnelled into one, intuitive platform. The Social Inbox feature is a game changer here. No more running back and forth between apps or switching between tabs, trying to keep up with all the notifications. Such tools can really make your life easier.
Streamline your customer service with social media
While handling customer service on social media, another problem that may appear is communication between your social media and customer service teams. Playing a Chinese whisper can make everything convoluted instead of easier, but there is a trick here.
You can make your customer service process seamless by connecting your social media to your team's toolbox. This way, you make everything happen in one central location, avoiding frustration and delays, and the endless process of passing the messages from one team to another. And you make sure your customers feel heard and cared for right away!
How is that possible? With a tool like NapoleonCat, every social media interaction (message or comment) becomes a customer service ticket. You can assign it to different team members for a quick resolution.?
Real-time collaboration is key, and with NapoleonCat's Inbox, you can have your entire team working together in real-time to tackle any customer service issue.?
领英推荐
Save time with social media automation
Whether you run a yoga studio, a coffee shop, or a garage, people will ask you questions. Most likely, a lot of questions, plenty of them repeatable. And you probably remember that consumers now expect a response from companies within 24 hours on social media, some even within the very first hour. What’s the solution?
Social media automation platforms like NapoleonCat provide tools to set instant responses to common queries, such as auto-replies to questions with specific keywords and phrases that can run 24/7 or in time slots of your choice. It can be a real game changer when your customers get an instant reply to their query instead of waiting for hours or days.
But there’s more: with the Auto-moderation feature of NapoleonCat, you can set up auto-moderation rules that automatically delete spam based on specified keywords, like profanities or any other subjects you want to keep at bay. It will also improve the overall digital experience of customers with your brand. Oh, and if you run ads on Facebook and Instagram, this will work with them, too.
Engage with the followers
Many people read online reviews before they use a service or buy a product. If they see nothing interesting happening on your social media and all the comments go unanswered and lonely, it will leave a mediocre impression. In other words: not responding to comments on your social media just looks uncool.
The comment sections are a treasure trove of customer feedback waiting to be uncovered. Pay attention to what your followers say: it could lead to brilliant ideas for improving your products or services.
Handling negative feedback on social media
We also need to discuss another huge subject: negative comments and reviews. Facebook, Instagram, and Google are places where people do not suppress their emotions. Replying to the comments and reviews, whether they are pleasant and provide social proof of the quality of your service or malicious and highly negative, can help build your online presence strategy.
It can be your way of showing that you care for customer service quality, improving your online image, and, last but not least, establishing your brand's personality. Most successful strategies combine providing helpful answers and moving complex issues to a private space. If you need to delete or hide spam comments automatically, NapoleonCat's auto-moderation is a perfect tool.?
Give NapoleonCat a try!
This social media engagement and automation tool is a must-have, thanks to its ability to connect with customers in real time and tackle inquiries and complaints on a public platform. And the best part? You can try it out risk-free with a 2-week free trial. No credit card is needed.