Your social media profiles require attention. Attention beyond your marketing team posting links, updates, videos and so on. Social media is all about engagement and interaction. But sometimes that interaction isn’t all light and goodness.
You may have disgruntled customers post negative comments. You may have confused prospects post misleading statements. So you need to have your customer service team at the ready to handle issues as they crop up. Here are 7 ways your business can provide the best social customer service possible:
1 – Have a strategy.
And make sure everyone on the team knows what that strategy is. There should be specific reasons for why you do things and how you do them. Having a strategy will also help you implement procedures later, as your social customer service actions need to evolve.
2 – Have your procedures in writing.
It’s easier for things to fall between the cracks if you don’t have set, written policies and procedures for your team to follow.
3 – Be timely.
Social media is very fast paced and you need to keep up with that or you will seriously miss the mark. You need to have eyes on your social media platforms daily (better yet – hourly) in order to see what’s being posted or commented on so that you can respond as soon as possible.
Here are the final four tips for improving your social customer service.