Today’s consumers are not patient.
Amber Foster
Social Media Manager with experience helping clients effectively use social media to reach their target audiences. I specialize in developing creative content strategies that engage users.
Did you know?
A?HubSpot poll found that 90% of consumers look for an immediate response from a brand when they have a customer service question.
And...
Nearly 50% of Americans have a more favorable view of brands that respond to customer service issues via social.
So how can you implement this?
Check out my top tips below!
Set up brand monitoring.
The first step is to set up a system for monitoring your social media mentions. This will allow you to quickly identify and respond to customer inquiries. There are a number of tools available to help you with this, such as Hootsuite and Sprout Social.
Determine what types of comments get responses.
领英推荐
Not all social media comments require a response. However, it's important to have a clear policy in place for what types of comments you will respond to. This could include questions, concerns, complaints, and compliments.
Build a system to get questions answered quickly.
Once you've determined what types of comments you will respond to, you need to build a system to get those questions answered quickly. This could involve having a dedicated team of customer service representatives who monitor social media, or it could involve using a chatbot or other automated tool.
Consider having a dedicated support channel.
If you receive a lot of customer service inquiries on social media, you may want to consider creating a dedicated support channel. This could be a separate social media account, or it could be a forum or knowledge base on your website.
Have internal best practices for responses.?
It's important to have internal best practices in place for how customer service inquiries are handled on social media. This should include things like the tone of voice you use, the level of detail you provide, and the time frame for responding. This also includes guidance about when the conversation should move off social and to a more private platform.
If you would like to have a conversation about how I can help, reach out to schedule a time to talk.