Over time, there’s been a huge surge in some of the big brands taking a step ahead to provide excellent social experience to their customers. Social customer service, according to study, is all about providing human touch to consumers for a better experience.
80 percent companies believe that they deliver excellent customer service. But that’s not how consumers think. Thus, there’s a huge opportunity for websites and brands to plan their social customer service best practices and strategies to stand out with extraordinary social experiences.
Noted below are 4 exemplary social customer services best practices to follow:
Reduce Response Time: Brands have gradually improved their total response time by 143% on the leading social network, Facebook, every year. Facebook targets brands with good social customer service and places information on their average response rate and time in the top left corner of the social media profiles. This enables fans to see the true commitment of fan base. 32% customers expect a response within 30 minutes, whereas 42% might wait for 60 minutes, as per research. Taking too long can tarnish brand image.
Having a System: Regardless of the size of your brand, having a social system to address grievances is very important for community management. Have a company-wide document to be handled by any staff member to manage disgruntled consumers on social networks. This creates a cohesive and effective experience for both the parties.
Go Beyond the Brand Pages: Setting up Google Alerts for keyword related to your brand can help you venture out of the brand page. You can receive daily mails on user response related to your brand. You can also invest in social media monitoring tools, which helps you track hash tags associated with the brand.
Be Social: While customer service is usually a corporate approach, being more sentimental with complaints can help. Social media creates an opportunity for brands to show who they are exactly dealing with. Most brands are choosing to be informal and using sign off messages with names or initials, thus offering faceless cooperation.
It is very important to be more realistic as well as understanding in your social behaviour. Social customer service is the key to strategic progress. Want to step up your customer service on social media? Discover how Olive Solutions can help you!
80 percent companies believe that they deliver excellent customer service. But that’s not how consumers think. Thus, there’s a huge opportunity for websites and brands to plan their social customer service best practices and strategies to stand out with extraordinary social experiences.
Noted below are 4 exemplary social customer services best practices to follow:
Reduce Response Time: Brands have gradually improved their total response time by 143% on the leading social network, Facebook, every year. Facebook targets brands with good social customer service and places information on their average response rate and time in the top left corner of the social media profiles. This enables fans to see the true commitment of fan base. 32% customers expect a response within 30 minutes, whereas 42% might wait for 60 minutes, as per research. Taking too long can tarnish brand image.
Having a System: Regardless of the size of your brand, having a social system to address grievances is very important for community management. Have a company-wide document to be handled by any staff member to manage disgruntled consumers on social networks. This creates a cohesive and effective experience for both the parties.
Go Beyond the Brand Pages: Setting up Google Alerts for keyword related to your brand can help you venture out of the brand page. You can receive daily mails on user response related to your brand. You can also invest in social media monitoring tools, which helps you track hash tags associated with the brand.
Be Social: While customer service is usually a corporate approach, being more sentimental with complaints can help. Social media creates an opportunity for brands to show who they are exactly dealing with. Most brands are choosing to be informal and using sign off messages with names or initials, thus offering faceless cooperation.
It is very important to be more realistic as well as understanding in your social behaviour. Social customer service is the key to strategic progress. Want to step up your customer service on social media? Discover how Olive Solutions can help you!
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