It may also be an opportunity to identify what roadblocks are slowing down your service team. Or see who your customer-service superstars are and. What they might be able to teach the rest of the crew. With hootsuite. Your social customer service team can work. Smarter with the help of reporting and intelligence. Seamlessly collect feeback. Set customer service level targets. And distribute csat surveys to get immediate insight into what’s working and what isn’t. You can also track efficiency through the time and number of touches it takes to resolve inquiries by individual. Team. Or region. Take the high road there are going to be some wild emotions flying through your social media customer support queue.
Chester on Twitter Yes
But good customer service on any channel never stoops to anger or frustration. You are calm. Cool. And collecte at all times. While this is obviously an important element of business in any capacity the customer is always right. Etc. Etc. Online. There is the adde risk of a snarky comment or clash getting the ol’ screenshot treatment. Even in private messages. Your best and most graceful behavior is essential.
If a customer or troll is getting business lead under your skin. Reach out to your team for backup and guidance. When in doubt. Remember this old chestnut. If you can’t say anything nice. Don’t say anything at all. Add a personal touch responding to people by name thanks for letting us know your quesadilla wasn’t cheesy enough.
Chester Has His Own Social Presence
Brian. And signing off with your name or initials helps humanize an interaction. Even the spiciest of interactions can be diffuse by reminding the other person that there are real people reading their comments on the other side of the internet. If it’s a fit for your brand voice. Humor. Emojis. Or gifs might even be a fit for social media customer service responses.
Social media customer support Hong Kong Lead examples let’s look at how companies use social media for customer service with some real-world examples. Adobe adobecare is adobe’s deicate customer support account on twitter. Not only does its profile description point users to the support forum nee additional help. Community.adobe.com. But it has a pinne tweet right at the top of the page that points to three different ways to get more help.