Always respond this may sound obvious. But it’s a rule not all companies follow. People asking questions about your brand on social media may or may not be your customers yet. Answering all questions on social channels shows that you have responsive customer service. This proves to potential customers that you care about your clients’ needs. Even if someone suddenly posts a question about the comfort of your shoes on a meme of rhianna. It is customer service’s job to confidently let them know. Yeah. They’re comfortable. Vessi waterproof and breathable shoes Rihanna meme a potential customer who reaches out for support and doesn’t get it will likely move on to your competition instead.
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Respond quickly with templates for common questions simply responding is not enough. When customers reach out to brands on social. They expect a fast. Friendly response. Your facebook page reveals right upfront whether you respond quickly to customer messages. If you respond to 90 of messages and have a response time of 15 minutes or less. You’ll get a very responsive to messages badge.
Hootsuite facebook page very b2b leads responsive to messages badge your social customer service may not be available 24/7. And that’s okay. You just nee to set customer expectations appropriately. Make your social customer service hours of availability clear. Let customers know when you’re going offline.
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Provide links to self-help solutions. Direct them on how to reach other customer service channels like your call center in the meantime. On facebook. Use away messaging to provide an automate response when. Your social customer support team is offline. Messages receive during your away times don’t count towards your very responsive status.
You can also use instant Hong Kong Lead replies on facebook to send a canned response to all initial messages. Quick replies are a similar feature available on twitter. Available through select partners. This is especially useful during busier-than-normal times. You can set customer expectations in terms of when you’ll be able to reply personally.