Remember how your father would spend hours on the phone waiting for his turn to speak with customer service? Those days, however, are over. Now, people do not have the time to make a phone call or send an email and then wait for a response to their questions.
We live in an age of instant gratification. As a result, if your brand fails to address people's concerns promptly, you're in for some bad news. Fortunately, there is a way and the way is 'social care.'
According to a social media marketing agency in Kolkata, social care is the process of using social media to respond to your prospects' concerns and questions. According to studies, many people use social media to connect with brands. It is now the most important and effective way to assist customers.
Furthermore, resolving a problem on social media is less expensive than a call centre interaction. Therefore, social care is a win-win situation for both businesses and customers.
But, how to leverage social media to provide effective customer service? Here are four tips from the social media marketing agency in Kolkata to help you get going.
Tip #1 - Create Dedicated Customer Service Handles on Social Media Sites
Setting up separate customer support channels is an excellent way to improve customer service on social media. You can create Facebook pages or Twitter accounts solely for customer service.
This will make it easier for your customer service team to sort through problems and questions. Dedicated customer support handles will also allow you to separate your content marketing from customer service.
Additionally, your customers will be able to quickly search through old requests and queries, says a digital marketing company in Kolkata.
Tip #2 - Make Response Times A Priority
Customers have high expectations for social media as a means of contacting customer service. They expect faster response and resolution times when using social media as a customer service channel.
As a result, you must place a premium on response time. Even if you cannot assist the customer right away, it is critical to acknowledge their inquiry and state that your team is working on it. Without a prompt response, you can expect backlash, negative reviews, and a negative reputation for your company.
Building an internal system where responsibilities are shared amongst the team is one of the best ways to address late response time. Specific team members who are knowledgeable about the issue at hand can respond to specific types of questions.
The system significantly reduces response times and allows queries to be handled more quickly and effectively, says the best digital marketing company in Kolkata.
Tip #3 – Be More Specific and Personal
When a customer asks a question, be more personalized and specific in your response. However, many brands make the same mistake: they write the same answer to every customer question or complaint, regardless of the customer's needs.
Customer retention and lifetime value are heavily influenced by customer service. Therefore, exercising caution when responding to requests is critical, especially on social media, where everyone can see what you do and say.
Tip #4 - Respond to Every Feedback and Comment
Not responding to your customers' queries is one of the worst things you can do in social media customer service. Unfortunately, most brands out there do not respond to their customers on social media.
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