How to Provide Excellent Social Media Customer Service

Dóra Rapcsák
January 31, 2020
January 31, 2020
4 min read
#Customer Experience

Providing social media customer service is not an option anymore. It’s an absolute must for any business that wants to survive the fierce competition.

Research from the Institute of Customer Service reveals 1 in every 3 customers turns to social media to seek advice or communicate with a business.

Building a better relationship with customers by supporting them on their most used channels is the opportunity you cannot miss out on. So how do you do it? Below are a few tips from us!

Sometimes less is more

These days most companies represent themselves on as many social media platforms as possible. However, having a social media profile will only do any good for your company if you have the resources to take care of them.  

Keeping several social media platforms up to date is particularly time-consuming. What is more, some of these platforms might be completely useless for your business. Therefore, I suggest that instead of being everywhere you rather focus on the platforms where your customers are.

Also, don’t make the mistake of assuming that the most popular channel is the best fit for your audience. If you don’t know where your customers are, just simply ask them. An online survey, for instance, will be a great idea to do that.

Listen to what they say

Rule number one: make sure to have a person or a team (depending on the size of your business) who is responsible for not only reading and answering but also listening to what your customers say.

Your social media sites are not simply platforms where your marketing team can share photos and interesting stories about your brand. These are channels your customers will most probably use for communicating with your businesses.

But replying won’t be enough, you’ll also need to listen to what they say. Listening to your customers’ opinions on social sites will provide you with some of the most important information, particularly in terms of product development. After all, it is customers who use your services. 

Track and monitor volume

I’m sure you’ve already noticed that every year more and more people start using social media platforms in order to reach out to a business. As a result, chances are that the volume of your customer inquiries via these channels is on the rise as well.

Another important rule of social media customer service is to track and monitor the volume of your incoming queries, which will not only allow you to manage them in a timely manner but also help you plan your staffing responsible for social media messages.

You can easily keep track of your social inquiries by relying on contact center software that can be integrated with your social media channels. Our system, VCC Live, can be integrated with Facebook Messenger, the world’s most used social network, with only one click. This way, your agents will be able to handle your customers’ Facebook messages directly in your customer service system. As simple as that!

Hopefully, this article showed you the importance of social media customer service, and you’ve managed to pick up some essential strategies for providing efficient support your channels! Good luck! 

Dóra Rapcsák
Dóra Rapcsák is Content Strategist and Copywriter at VCC Live®. As a Content Marketer and CX enthusiast, her aim is to discover and tell you about tomorrow’s ideas on Digital Marketing and Customer Experience.
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