Customer Service for Social Media
With the increase in social media platforms, it’s now important more than ever for companies to be on top of their customer service on social media – just as you would over the phone or in store. With social media, friends of customers can see their interactions with you which is why it’s extremely important to have a positive presence online.
1 – Always apologise.
2 – Don’t just wait for a customer complain, actively look for clients that have problems.
3 – Never doubt a customer.
4 – Respond within the ‘golden hour’.
5 – If possible, work 24/7, especially if you’re an international brand.
6 – Always have a link or other contact details in the bio.
7 – Don’t ask a customer to ring you.
8 – Don’t shift the blame on someone else.
9 – Sounds simple, but you’d be surprised – always check your tweets before you send them.
10 – If you’re sending multiple tweets, make sure you with 1/2, 2/2 etc. so people know other tweets are coming.
11 – Make sure you have a Customer Service strategy in place and regularly review it!
If you follow these basic rules, you’ll be one step ahead of your competitors when it comes to social media customer service.
Media Ray is a marketing and advertising agency based across the United Kingdom. Visit our services page to find out how we can put you ahead of your competitors and importantly let us help you generate more leads and sales.