Social Media as the Best Online Customer Service: Making Social Media a Two Way Conversation

—

by

Mario
in

Customer-service-best-practices-making-social-media-a-two-way-conversation-01

No one will argue on how good social media role as customer service for any kind of business. It can serve you with handled skillfully and tactfully positive PR and create building a brand that can be infectious. But because it is exist in digital world, so whatever posted on it will easily go viral and be seen by every people everywhere and any time. If what has been spread is positive news, then it must be good, but what if it is spread is online negativity, it must be troublesome, right? Whatever your background is, web developer or marketing, if you need to optimize your social media usage, you need to read this article. Below are some ways on handling brand’s customer service using social media.

  1. Interact Friendly yet Politely

The important point in having social media is that everyone should remember being pleasant, but not overly friendly with online customer interactions. It is because being a smart customer service will be better rather than being too pleasant, as being too pleasant will make people feel the insincere manner.

Moreover, you also need to avoid the usage of emoji, too-casual language and excessive use of cheesy puns or banter. Conversely, use proper grammar and capitalization, unless it goes against your company’s cohesive brand voice. However, some internet slangs and/or acronyms can be used if your brand represents a “young and hip” ambience.

  1. Use CRM software, but don’t rely on it 100%

Today, with the help of CRM, you can handle volume and keep detailed record of prior customer service interactions easily. For instance, when you’re conversing with a customer on Twitter, it’s valuable to know if the user has had previous issues and how they were resolved, as well as if the user is a VIP customer or a first-timer.

However, because of no platform is 100% glitch-free, so combining the efforts of a good social team’s power with sophisticated software is always the best combination.

  1. Take Heated Conversations Offline in a Tactful Manner

There are many unfair customers can be found easily in the service industry. They are very demanding and can also be cruel. Unfortunately, you cannot avoid this situation, as dealing with complaints is part for the course for any professional in a customer service role. Therefore, you need to get used to with a customer on social media voicing complaints, even for any unpleasant way. It’s key to get these heated conversations offline, as quickly as possible in a way that not only placates the upset customer, but also communicates to online observes that the issue is being handled.

After the problem is settled offline, either on the phone, via email or in person, find a way to create an appendix to the public online conversation or remove it from public view ability. In fact, even bad comments can gain you some advantages, if you can handle the bad comments successfully, it will increase your reliability.

However, if there are some vulgar languages contained in the comments, you can remove or block it for your future comments. Learn how to block or remove comment form each social media; it will be handy when you face this kind of situation.