The days of wondering whether or not your contact center needs to have a presence on social media are over: the answer is a resounding “yes.” Now, the main questions revolve around how you should be listening and responding. Here are four tips that will help your agents build beneficial relationships with customers through social media.
- Use the right platform.
Not all social media platforms are created equal. For example, Instagram and Pinterest are ideal for image-focused brands, like retail shops, while LinkedIn may work better for B2B companies. The ideal social media platform is the one where your target customers are – don’t waste time on the others.
- Keep track of mentions.
Staying on top of customer needs doesn’t mean staring at your feeds all day long. There are plenty of listening tools out there to help you monitor when your company or product is mentioned online, even if your profile isn’t tagged (which it probably won’t be). Modern contact center software with social media integrations will put these mentions right in your help desk. (P.S. Make sure to monitor for common misspellings, too.)
- Respond quickly.
Customers use social media for convenience and speed, and you need agents who can respond quickly. Since social media is based on live feeds, customers have different expectations than with other communication platforms. Whereas a 24-hour response time may be okay for email support, a 30-minute or 60-minute response time is expected on social media. You may need to adjust your scheduling to accommodate for this quick response time, especially during something like a product launch.
- Customize your tone.
Tone is important for customer service overall, but with social media it can trickier to (1) figure out the right tone for the situation at hand and (2) fit an appropriate tone into a character limit, like on Twitter. Here are three quick tips for getting the tone just right in-the-moment:
- If the customer uses a casual tone, like through slang, exclamation points and emoticons, you can reciprocate.
- If the customer doesn’t seem to be 100% fluent in the language, keep your tone basic and avoid nuances.
- If the customer is agitated, be more empathetic and apologetic than usual.
While social media support is a necessity for contemporary customer service, you can simplify the process by following these basic, tried-and-true tips.