8 Tips For Providing Outstanding Customer Service On Social Media
Putting your brand on social networks like Twitter, and Facebook, opens your business up to 24/7 communication. Questions, comments and concerns will come with the expectation of response. Many brands are unprepared for the number of interactions they receive, and fail to implement a solid plan for customer service through social media.
We put together some of these tips for brands getting started on social media and experienced brands who might want to pick up some new methods for providing outstanding customer service:
1. Assign Responsibility
Knowing who is responsible for your brand’s social media accounts can help your customer service in a number of ways:
One team. One voice.
Whether it be one person, or a team of ten people who are taking care of your social accounts, you can create one voice behind the responses that you make.
Giving consistent advice is important, because many people won’t directly ask you a question that they have. They might scroll through your feed to see if someone else has asked before them and what your response was to them.
If you give different answers for the same question it could cause people to distrust your social account as a place to get accurate answers.
The fewer people who have access to your social accounts, the less likely passwords will be leaked, and your accounts breached. Entrusting a select number of employees to publish on behalf of your brand also helps you keep track of who to approach about publishing an announcement, or managing a crisis through social media
2. Think Before You Post
There are many unspoken rules when it comes to engaging on social media for business purposes. Always keep in mind that social media posts are public for a very long time, search engines will store your comments and even if they are deleted they can still turn up in an archive.
Only post things that you feel comfortable sharing. Take reasonable precautions to ensure that any images are not copyright material. If you are unsure about something it’s always best to ask. If you are sharing something published by someone else, given them the credit that they deserve by naming them, or linking to the original source.
3. Correct Mistakes
If you notice that you’ve made a mistake, be mindful of how long your mistake has been public. Spelling errors are an example of minor mistakes that should be corrected as soon as possible. Larger transgressions, like data inaccuracy, or incorrect statements should be corrected and followed up with a statement that makes changes publicly known.
You’ll win more points with your customers by admitting your mistakes openly rather than trying to delete them. (Remember once you’ve published something you can rarely take it back.)
4. Be Respectful
Social media requires interaction with members of the public. If a disagreement arises, be constructive, respectful and professional. Maintain a professional tone, and attempt to resolve the matter in a private setting. Ask your peers for advice on how to handle the situation. Avoid ignore negative comments, deflecting them, or responding aggressively.
5. Maintain Privacy & Confidentiality
This might go without saying, but it’s good to say it anyway, keep confidential information about your brand, its employees, or its customers from your social media.
Use good ethical judgment and ensure that anything you publish is something you can personally stand behind. Anything you publish on social media, and other online sites will be public for a very long time (even if you delete it!) — so protect your privacy, the privacy of others, and the privacy of the brand.
6. Create A Socially Active Brand
Creating active social media accounts that positively interact with comments and questions and professionally respond to criticism, demonstrates good business ethics. It also increases the trustworthiness of a brand as a legitimate business entity.
People often feel the need to double check that a business has history engaging with other customers before they feel comfortable enough to purchase their product. A non-existent Facebook page, or an inactive one, signals problems for the business.
7. Monitor The Sentiment Behind Comments About Your Brand
This one is for brands with established social media accounts who have a mid to high level of engagement. When you’ve got many people contacting your social media accounts it’s good to get a feeling for how your team is managing customer service.
Social listening platforms are able to analyze the sentiment behind the comments that companies receive about their brand on social media, and continue to monitor content as it is published. This can be of further use when creating social media campaigns to improve brand awareness, or even the release of a new product.
8. Reward Brand Ambassadors
Genuine brand ambassadors deliver visibility to your brand, your products and sometimes help to generate sales. They’re your biggest assets on social because they give credibility to what you do with the positive comments they publish about your brand.
Brand ambassadors often provide customer service, and are your biggest fans during campaigns.
Rewards these customers by sharing their content, or offering freebies. You might even consider recruiting them as part of an influencer campaign if they have a large audience, and produce stunning content!