Information for this post was gathered from Hootsuite, Hubspot, and Sprout Social.
In business, your customer is one of your top priorities. One of the easiest ways to engage is through social media. Social media has become one of the leading ways for customer support teams to directly interact and answer questions from consumers and form unique relationships. Here are a few tips and tricks you can use to set your team up for success!
Using the Right Channel
Many top social media platforms offer direct ways to use their tools for customer support. Hubspot notates several of these across such platforms.
Facebook Messenger is one of the most popular mobile messenger apps
worldwide. Followers have access to a 1:1 messaging interface where they can send a customer service team private information.
Twitter is useful as well, however timely and professional responses are a must as interactions are public. Instagram allows a customer service team to directly track brand mentions and hashtags to be able to respond as needed. As this blog mentions, speed and precision are crucial when replying to customers through social media.
Metrics For Social Messaging
There are many key performance indicators (KPIs) available to measure the success of social media programs. Social messaging KPIs are generally aligned with metrics used by a customer service team and its members. Hootsuite gives several metrics members can track. One metric used is Fast response time and always-on service. Here service representatives can watch first contact resolution or the rate at which requests are resolved without the need to escalate as well as the average handle time or the duration of the entire customer transaction.
Showcasing Your Social Customer Care
Handling customer service issues on social media is a great way to showcase to other customers how much your business cares. As Sprout Social states, "social media customer care is a springboard for increased sales and brand loyalty." Responding on social media allows customers to know what to expect from you while it can also uncover trends or opportunities to improve. It doesn't always have to be about solving the problem at hand, but the journey you can take to form that bond with those who choose to support your business.
Resources
Dimitriou, N. (2020, July 24). 7 essential channels for a powerful Social Media Customer Service strategy. HubSpot Blog. Retrieved April 24, 2022, from https://blog.hubspot.com/service/social-media-customer-service-channels
How top brands handle social media customer service and support. Sprout Social. (2021, August 9). Retrieved April 24, 2022, from https://sproutsocial.com/insights/social-customer-care/
4 metrics to track if you're using social messaging for customer care. Social Media Marketing & Management Dashboard. (2021, June 16). Retrieved April 24, 2022, from https://blog.hootsuite.com/social-media-for-customer-care-metrics/
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