8 Social Media Customer Service Best Practices

Robert Brown
August 17, 2022
 Mins Read

Social media platforms like Facebook and Twitter function not only as platforms for sharing personal ideas, feelings or keeping in touch with close and as far ones but are increasingly becoming a formal means for customer service and grievance resolution. Today, people find it easier to share their grievances on social media than to call customer care or get the email address and submit a formal complaint. High-quality customer care services need to include social media as an essential tool of customer care.

Such public sharing of grievances creates a negative image of the product or service among multiple potential customers and so companies are forced to treat these mentions as formal requests.

In such a scenario for any company aspiring to grow & succeed, it becomes essential to be aware of some of the best practices of delivering customer service through social media.

8 Social Media Customer Service Best Practices:

1. Make Your Presence Ubiquitous:

Different customers use different social platforms in different proportions and hence it becomes necessary for any company to have a presence across every major platform. An absence of customer service across any platform can lead to negative publicity across that particular platform, which can eventually spread to other platforms.

2. Acknowledge The Receipt of Information:

Not every problem can be solved instantaneously but it is highly reassuring to the customer when she finds that her problem has been acknowledged and someone is working on its resolution. It also has positive external resonance as both the problem and the subsequent conversation is noticed by the contacts of the customer who are usually potential customers.

3. Use Real Identity:

The trust towards a company or service increases considerably when the customer develops acquaintance with the representative. This was true for the traditional model where most of the services were provided across the desk. Today, with the growth of internet-based services, anonymity dominates the practice. This depletes the trust factor between the company and its customers as every time a pseudo-name is made responsible for service. However, if representatives use their real names and operate from real accounts, it increases the credibility of the representative and the confidence level of the customer considerably.

4. Know & Build Your Online Community:

The long-term success of any business depends on the loyalty of its customers. Stable customers help businesses survive by placing repeat orders and offering word-of-mouth publicity. Further, not all customer queries need to be solved by customer service representatives. A majority of the problems can be solved before the reporting stage through the presence of active online community and customer forums. These platforms not only provide space for swift resolution of repeated problems, it helps to build the brand name and loyal customers.

5. Only Post Relevant Content:

Any problem-solving effort is to be accompanied by an understanding of the problem. It should not be merely a FAQ exercise, where a set of repeated irrelevant questions are asked and unworkable solutions are provided, which result in nothing but frustration to the customers. A customer care representative should be aware of the relevance of the data being posted and should post each data in appropriate threads only.

6. Make Everything Ethical & Legitimate:

Whether it is the official blog of the company or a page on a social networking site, the posted content should be relevant, appropriate, and in line with the applicable rules. Any content irrespective of being an article, video, message or image should not violate copyright or fail plagiarism scrutiny. Original content showcases creativity, quality and helps your product to stand out. Further, the presence of shareable content in the online community provides means of free product marketing to potential customers.

7. Be Ready To Take It Offline:

There is no point in discussing of each aspect of customer service on social media. Further, it is inappropriate to ask for any personal customer data across a social platform. Hence, once the receipt of service is acknowledged, the representative should take the same offline and close the matter. However, once the request is complete, it is important that the representative report the same in the social thread.

8. Ask for Customer’s Feedback:

The task of a customer representative should not end at the filing of the closure report on a media platform. If possible, the representative should make allowance for the customer’s feedback. The customer feedbacks attract high degree of credibility and so positive customer feedback regarding satisfactory service goes a long way in building a good reputation of the company.

The presence of customer service channels across social media is indispensable in today’s times. Any information shared across social media reaches not only the primary customer but all the contacts of the customer. If the customer’s grievances are not handled properly or correct information is not provided it can repel many customers. However, prompt customer service provided also results in multiple rewards as it not only strengthens the primary customer relationship but also consolidates the potential customer base distributed across the different social platforms. Taking the help of a quality purveyor of customer care call center services can certainly reduce the worries of companies in this regard.

Article by
Robert Brown

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