5 easy tips for improving your social media customer service
Business Marketing with Nika
8 replies
Responding to angry comments and answering a ton of DMs isn’t easy, especially when you’re juggling a billion other tasks. 🤹
Use these tips to level up your social media customer service and take customer satisfaction up a notch *without* giving yourself more work. ☝️
1. Use a chatbot 🤖
Conversational AI is a great way to provide basic social customer service and address FAQs 24/7 – even when you are not online.
2. Create guidelines for social 📋
Help your team build consistency with guidelines for the tone of voice, response times for each channel, FAQs, and process for escalation.
3. Manage customer expectations 🤝
Make it clear to customers when your service team is available and how long it typically takes for them to hear back from you.
4. Don't make customers wait ⚡️
Minimize your response times by automating processes to create efficiency and using tools like saved replies and auto-responses.
5. Turn public conversations private 🔒
Instead of resolving a comment publicly, ask a user to send you a DM – sometimes complaints, questions, or requests are better handled through private channels.
Replies
Michelle Sanchez@michelle__s11
What's an effective way to communicate our service team's availability to customers on different platforms?
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@michelle__s11 You can communicate this fact on certain social media. For example, to take an authentic photo of your team or record the video: they can introduce themselves and tell this info – in the caption, you can stress the dedication of the customer support team. Let people know that employees, as well as customers, are in the 1st place. Happy employee = Happy customer.
Could you share a useful tool that you'd recommend for creating automated responses?
Any top tips on turning a potentially negative public interaction into a positive one when moving it to DMs?
@carwilliams21 Yes, even the publicly written sentence: "[Name] we sent you a DM to solve your case" can change the point of view on your business in front of the sight of other people who read this. You can also inform in stories that you are immensely working on solving the problems of your customers and can turn this info into a survey (questionnaire) to make people interact with your stories. You can ask such questions as: What do you like the most about our business? What would you like to change? etc. You get valuable information, and also, you get people to interact with your profile which can boost the algorithm.
These are cool tips, You can also use Social Champ's engagement feature allows users to effectively interact with their audience on social media platforms. It offers social media monitoring for platforms like Facebook, Twitter, Instagram, LinkedIn, and Pinterest, gathering real-time data such as mentions, comments, and messages. The platform provides a unified inbox for managing interactions in one place and allows users to moderate comments based on keywords or user profiles. Automated responses can be set up to address common queries. Social listening enables users to track brand mentions and relevant keywords. Analytics and reporting features provide insights on audience growth, post-performance, and engagement rates, helping users evaluate their social media engagement strategies. Overall, Social Champ streamlines engagement efforts and enhances social media marketing.