What’s the first thing that customer notice when they are using customer services? Speed! They can contact you via phone, email, a support ticket or chat, but time is always crucial to them. This is the reason why more and more online businesses are turning to social media.
According to some surveys, most customers think of social media as a customer support platform that goes between phone and live chat support. Namely, they usually don’t think that they will get an answer to their question right away, but they still want that answer fast. So, what are some of the main elements of good social media customer service?
First of all, that would be a quick response. As a matter of fact, many social media platforms including Facebook have information about the responsiveness of every page. No matter how busy you are as an online store owner, try to answer these questions in a reasonable time.
Next, social media users and customers want to see that they are respected and taken care of. If you are a small business owner, this is exactly where you will feel the benefits. As we all know, large companies are usually providing generic answers while small businesses using social media for customer service can provide personalized answers.
In the end, don’t forget that social media users are not expecting to get an answer on another platform – if they send a message via Facebook, they expect to get the answer there. This is a huge advantage because it can save you a lot of time and effort.
There are many online stores that are present on more than one social media platform. There is nothing wrong with this practice, but if you want to provide customer services through social media, then you should know that it’s easy to get overwhelmed. Experts advise thorough analysis in order to determine where you can find most of your customers – Is it Twitter? Or Facebook maybe? Regardless of the answer, focus on one platform for this purpose. So, if you choose Facebook and you get a request for support on Twitter, redirect these customers to your Facebook account.
While we are talking about customer service via social media, we should highlight some things that you should avoid in this process. For example, you should not swear or show aggressiveness. Next, you should not provide too long answers and answers that can be confusing. Finally, don’t delete messages that criticize your business, unless their intention is to discredit your business.
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— IDL Technologies (@idltechnologies) 27 de mayo de 2017