The 3 golden rules for a social customer service strategy
Posted: Wed Dec 11, 2024 6:17 am
Now that ubiquitous connectivity is the new normal, customers expect and demand more from brands. Time is now more valuable, so we use our smartphones and various social channels to continually connect with our personal network as well as the companies we do business with. We want instant answers to questions like “why hasn’t the product we just bought arrived yet?” or “why isn’t it working?” etc. All of this is underpinned by the current age of social. The customer service provided by bc data taiwan phone number brands is continually evolving into new ways of engaging with their audiences, in a timely and effective manner. With a platform at their fingertips, audiences can easily and quickly express their dismay or approval of a brand, so you have to be prepared for any situation. Why don’t silos work? Customer service teams were
traditionally seen as islands within the brand, forgetting about customer contact as soon as the sale was made. But in this age based on consumer demand, it is paramount that their queries are answered as quickly as possible. However, when the brand is made up of different fragmented departments, that process becomes more complicated. Sales, marketing and customer service departments must therefore be integrated into the business; and automated CRM systems are the ones to facilitate this collaboration. But with the introduction of social media, that integration would go one step further. So, what are the three golden rules to remember when embarking on a social customer service
strategy? 1. Social media opens you up for business 24/7 Social media makes your brand constantly available to your audience. No need to wait for the customer service desk to open at 9am. Instead, they can tweet at any time of the day. But to make your brand more accessible to your audience, it is important that your customer service team is equipped and ready to deal with every query at any time. 2. Social media is actually nothing new Your customer service team is highly trained to interact with your customers across numerous channels. From phones and emails to face-to-face conversations. They are seasoned in the field of communication, so using a dedicated team to monitor social media activity should not be a problem. Some studies show that brands that use a social customer service can more easily and simply resolve a disaster that would result in hundreds or even thousands of calls. And it would be as simple as writing
a post on your Twitter or Facebook account to clarify the problem, and saying that we are fixing it. What customers want to know is that you are not ignoring them, and that instead you are doing everything in your power to find a solution as quickly as possible. 3. Social customers affect sales Of course, a consumer isn't very likely to buy from you if they're angry with you or your service. But what if their frustration can be seen by every single one of your customers on a public message board, which could spread discontent among your audience? There will always be some negative comments about your brand. What matters is knowing how to handle those comments.
It's best to get straight to the point of conflict as quickly as possible, respond on that social network, and create an offline interaction at the same time, where you can have a more comfortable conversation to solve the problem with that person. If you don't know how to manage comments, your sales could suffer. Seeing questions with no answers in sight, your customers could quickly abandon your brand and look for the product or service elsewhere. In addition to remembering these three golden rules while creating a social customer service strategy, there are tools that can help you as well. CRM systems have evolved rapidly in response to the growing social media trend. Because customer service departments are no longer separate from the rest of the
business, CRM systems can collect data on each customer from every perspective of the business, giving every customer service employee a complete view of the individual they are speaking to. Even beyond basic geographic information, CRM systems provide you with other types of information, such as a customer’s birthday, previous purchasing behavior, social media interactions, or any previous communication they have had with customer service teams. In an age where customers expect quick responses to their queries, every second counts. By integrating flexible CRM systems into customer service departments that work to suit the way employees work, you can ensure that you engage with your customers in the most effective way possible, regardless of the channel they are using.
traditionally seen as islands within the brand, forgetting about customer contact as soon as the sale was made. But in this age based on consumer demand, it is paramount that their queries are answered as quickly as possible. However, when the brand is made up of different fragmented departments, that process becomes more complicated. Sales, marketing and customer service departments must therefore be integrated into the business; and automated CRM systems are the ones to facilitate this collaboration. But with the introduction of social media, that integration would go one step further. So, what are the three golden rules to remember when embarking on a social customer service
strategy? 1. Social media opens you up for business 24/7 Social media makes your brand constantly available to your audience. No need to wait for the customer service desk to open at 9am. Instead, they can tweet at any time of the day. But to make your brand more accessible to your audience, it is important that your customer service team is equipped and ready to deal with every query at any time. 2. Social media is actually nothing new Your customer service team is highly trained to interact with your customers across numerous channels. From phones and emails to face-to-face conversations. They are seasoned in the field of communication, so using a dedicated team to monitor social media activity should not be a problem. Some studies show that brands that use a social customer service can more easily and simply resolve a disaster that would result in hundreds or even thousands of calls. And it would be as simple as writing
a post on your Twitter or Facebook account to clarify the problem, and saying that we are fixing it. What customers want to know is that you are not ignoring them, and that instead you are doing everything in your power to find a solution as quickly as possible. 3. Social customers affect sales Of course, a consumer isn't very likely to buy from you if they're angry with you or your service. But what if their frustration can be seen by every single one of your customers on a public message board, which could spread discontent among your audience? There will always be some negative comments about your brand. What matters is knowing how to handle those comments.
It's best to get straight to the point of conflict as quickly as possible, respond on that social network, and create an offline interaction at the same time, where you can have a more comfortable conversation to solve the problem with that person. If you don't know how to manage comments, your sales could suffer. Seeing questions with no answers in sight, your customers could quickly abandon your brand and look for the product or service elsewhere. In addition to remembering these three golden rules while creating a social customer service strategy, there are tools that can help you as well. CRM systems have evolved rapidly in response to the growing social media trend. Because customer service departments are no longer separate from the rest of the
business, CRM systems can collect data on each customer from every perspective of the business, giving every customer service employee a complete view of the individual they are speaking to. Even beyond basic geographic information, CRM systems provide you with other types of information, such as a customer’s birthday, previous purchasing behavior, social media interactions, or any previous communication they have had with customer service teams. In an age where customers expect quick responses to their queries, every second counts. By integrating flexible CRM systems into customer service departments that work to suit the way employees work, you can ensure that you engage with your customers in the most effective way possible, regardless of the channel they are using.