Is Social Media your new customer service portal, or will it just be another way to engage your customers? In this article, we’ll outline some tips that will help you create an effective social media customer service strategy. By following these tips, you’ll be able to increase customer loyalty and experience. In addition, you’ll be able to reduce your customer service costs. What’s more, you’ll be able to make more sales.
Embrace social media as a customer feedback loop. Respond quickly to comments and posts. Customers expect to hear from a business right away, and a dedicated social media account can help you respond faster. Closing the feedback loop with social media requires planning and analysis. This is the only way to truly know how satisfied your customers are. Without this, your efforts may not be worth much. As a result, a dedicated social media account may be the answer you need.
Establish social customer service guidelines. Set rules for your team’s conduct. These guidelines should align with your company’s values and ethics. They should also define what kind of responses are acceptable, how much time you will spend replying to a customer’s query, and what tone of voice you’ll use to connect with your audience. You can also include procedures for handling serious issues and escalation. Include an ETA for these procedures.