That means you can’t wait to be tagge in social media customer support requests. You nee to monitor conversations about your brand. Then you can respond to customers who have a service issue even if they didn’t reach out to you. Create social media guidelines social customer support has different challenges and opportunities from social marketing. But it’s no less important to have social media guidelines in place. These should align with your company values and with the social marketing team. Your brand guidelines for social customer support should cover things such as. Tone of voice answers to frequently asked questions protocol for escalations or other customer issues a message approval procedure and a permission management system what to do in a social media crisis.
Introduce Yourself
Be proactive if customers regularly have the same questions. That’s a clue you nee to provide some self-service information resources. Your social media customer service channels are great places to share educational content. For example. You could create a how-to video or best practices blog post. It’s all about helping customers learn how to get the most from your products.
If you offer an online b2b email list service. You could also post updates about any known service issues. These resources will help reduce the number of support requests that come in. They’re also an easy place to refer people with simple support questions. Pinne posts and instagram stories highlights are great places to provide self-help resources.
Host a Giveaway or Contest
Manage customer expectations customers don’t expect all companies to offer the same levels of customer service on social media. The world has very different expectations for a mom-and-pop shoe store versus. Say. Amazon. How companies use social media for customer service will vary base on the size of the available team. But whoever you are and whatever you can offer.
The most important thing Hong Kong Lead is to set customer expectations appropriately. Make it clear when your service team is available apple. For instance. Is available on twitter from 5 a.m. To 8 p.m. Pst. And how long it might take you to respond. If there are other resources they can use to get answers faster. Let them know. Apple support twitter page.