Ace Your Customer Support Game on Social Media

For any brand to succeed, it is very important to engage with customers on social media. This engagement must be meaningful and convert into a long-term relationship instead of being focused on driving just one sale. To achieve this, your customer service team must answer their questions and address their queries as effectively and efficiently as possible. This service will go a long way in setting you apart from your competitors in your customers’ minds, so the next time they want to make a purchase, they will consider your brand first.

Many studies have proved that meaningful engagement is very little between brands and customers. While 80 percent of the brands would like to believe that they are addressing customer queries properly, only 8 percent of their customers would agree. Now that you know about the extent of disconnect in problem and solutions, you also know how far ahead in the game you can stay merely by reaching out to the customers and giving them solutions that they want, that fits into their life. Here are some ways you can accomplish that:

Choose the right tools: There are multiple tools available for customer support on social media. Some tools like Help Scout allows you to reply to all customer queries across platforms like Twitter, Facebook, and Instagram from a single inbox. To provide support in various forms like email, phone, live chat, social media, and knowledge bases, you can use tools like Zendesk, Freshdesk, Desk, Groove.

Convey empathy in your replies: A very effective way to resolve conflicts is to express empathy towards the affected. While in real conversations you can show it through your body language, for conversations over social media, use phrases like

  • “I understand how you feel …”
  • “It sounds like…”
  • “I can sense that you’re feeling…”
  • “Let me see if I understand correctly…”

This gives the customer that impression that beyond the business, you actually care about them. To add a personal touch, you can address mails by the first name and use our first name as a signoff.

Avoid saying these to customers: Avoid using “Actually” as much as you can. This makes the customer feel stupid and wrong and feel like they have been corrected. If you stop using actually, the interaction seems less pedantic and more friendly.

Choose the right metrics: Just like any other ongoing process, your customer support quality needs evaluation so that it can be bettered. To understand how your customer support is performing and what are the gaps that need to be addressed, measure the volume of queries you are getting on each channel. Compare it with the resolution ate in the same time period to understand where you are. You can also pull other helpful metrics like what time of the day you get maximum queries, how fast are the queries resolved etc.

With these strategies, we are sure your customer support will be well-loved in no time!


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