We have all seen how in recent years the customer service services of companies have been transformed with the incorporation of social networks. Twitter has led this trend for years for the ease offered by its functions in the management of communication, but it is not the only one, at present we can see cases of customer service Facebook, Instagram, YouTube and even on Snapchat. The ease offered by all platforms for the client to communicate with us has allowed customers to feel comfortable presenting their complaints or suggestions in this way.
Any company that has a presence on social networks is exposed to its followers submit complaints in this way even if they do not have established a customer service on the platform.
These 5 rules will help you manage customer service from your social networks:
1) Identify and promote what is your social network for customer service
You must understand what is the trend in your industry, where your customers naturally go to attend their doubts or claims. You must evaluate what platform most of your clients use, and with what objective they use them. For example, although most of your clients are on Instagram, they do not necessarily use it as a means of complaint, it is likely that their complaints or doubts are presented on Facebook or Twitter.
Once the best option to establish a digital customer service platform has been identified, it is important that you inform your audience what the account is, what social network it is in, what the hours of service are and it is recommended that you indicate the time estimated attention, to manage their expectations of service.
Although you have an account dedicated to customer service, this does not mean that everyone will go to it to present their complaints. You may find users who comment on any of your posts, or leave a review on Google, Facebook or on a specialized review page. That is why it is important that you monitor your brand on the internet, there are platforms such as Social Mention or Hoosuite that can help you in this task.
3) Respond as soon as possible
Once the comment or complaint is detected, it is important that you attend it as soon as possible, most of the complaints in social networks escalate because the client feels that they do not pay attention to him. Having active notifications on your social networks is a good practice to reduce customer service time. Another recommendable practice is to indicate to the users the estimated time of attention in this way and to offer an alternative of communication if they need a faster answer.
4) Keep a proper tone of voice
It is very important to understand that the client is presenting a problem that has and should always maintain a cordial and respectful communication with your client, the first thing we must understand is that although you are communicating in social networks, the problem is with a product, service or situation, you should not take it personally. Even if the person becomes aggressive, you must handle the situation in a respectful and adequate tone to achieve an adequate communication that leads to a solution.
Another common flaw is that we tend to maintain the tone of communication of our networks or marketing campaign, and there are cases where although the image of the brand is jovial or informal, situations may require a different tone of voice according to the situation .
5) Take the conversation to private.
Most social networks today offer communication options by direct messaging, this is a valuable tool in customer service, as it will allow a personal communication and help the person to explain in detail their problem. Additionally, there are times when mishandling the situation can affect the image of your brand if you take it in a public conversation, which is why the recommendation is always to take the conversation to a private environment.
Finally, keep in mind that the good service you give your customers is the basis to develop brand loyalty. A study by Bain & Company suggests that brands that respond to customer complaints on social networks then get customers to spend between 20% – 40% more on their brand.