Learning to pick up on your customers’ subtle cues makes delivering service in the right tone of voice much, much easier. While speed may not be most important factor for great support in email, phone, or in-person service, in social media, speed trumps all. Similarly, don’t assume that customers are spelling your company or product’s name right. In fact, research shows that only 3% of brand mentions actually use a Twitter handle, instead opting for the company or product name.

• And when the customer realized they had the information all along, their response is super supportive.
• One misstep in your social strategy can lead to angry customers, frustrating experiences, and endless rants.
• Social tools often restrict how many characters can be posted and what tools you have for managing and replying.
• This is helpful when you’re crafting a solid social media strategy ahead of time to engage with your customers.
• Compared to asynchronous channels like email or messaging, social media customer service requires increased staff levels .

If so, then certainly you should do the work to create quality service in the relevant social locations. If not, though, prioritize for the best customer experience you can deliver on every time, with the resources and demand you have today. Since social support is so public and may include many different people behind the keyboard, creating https://www.wave-accounting.net/ guidelines for hitting an appropriate tone is essential. Start simply by collecting examples of real conversations and sharing them for discussion. Try the customer support platform your team and customers will love Teams using Help Scout are set up in minutes, twice as productive, and save up to 80% in annual support costs.

Social Media Customer Service Process Questions

Sprout Social helps you understand and reach your audience, engage your community and measure performance with the only all-in-one social media management platform built for connection. Social referral data that you collect combined with repeat customer sales should reflect your customer care performance. Social care is just one component of calculating your overall social media ROI. The amount of time, resources and staffing it takes to maintain social customer care are important to know for justifying the initial investment. Success for service can be measured in customer satisfaction surveys that are automatically prompted after a conversation. Ideally, you should consolidate all of your social customer care data and interactions in one place. For example, you can create a variety of customer service response templates based on your customers’ frequently asked questions.

Use the Hootsuite Content Library to store, organize, and share pre-approved social customer support content. This helps improve response times while keeping things accurate and consistent.

Top Rated Social Media Customer Service Products

Although most business owners today are familiar with the concepts of digital marketing and customer relations management , the concept and successful application of SMCC isn’t quite as widespread. Some products and services are more heavily Social Media Customer Service tied to social activities, meaning support requests on social channels are more likely. Nike currently has 9 million followers on its main Twitter page, @Nike, and about 202,000 followers on its customer service Twitter page, @NikeService.