Social media is becoming a very popular channel to make complaints, but also to praise brands for a good service. Customers find it much easier to post a status on Facebook or Twitter than to access an automated call center or wait for eras to respond to queries sent via e-mail. This is why brands pay more attention to the quality of customer service and they invest more resources in social media to handle this area.
On the other hand, social media users demand an immediate solution to the problem. The longer they wait, the more dissatisfied they are and the harder it will be to handle the situation. How can you stop a problem growth? Apply by listening to social media. Read on to find out how Internet monitoring can improve the quality of your customer service.
How can I help you?
Do you remember the last time you contacted customer service through a call center? The last time I tried to reach someone who would be willing to help me, I would have to communicate with an automated machine that forced me to press various numbers on my smartphone and after about a minute I Heard a real human voice.
Then I was redirected twice and finally reached the person who was able to help me. Enabled, not enabled. Solved my problem. sounds familiar?
People hate being ignored. And they often call this type of service a helpline. This is the reason many individuals try to reach companies through social media.
@EBay has worked in customer service over the phone with a LEAST support person.? #happy Monday
– Jacqueline Smith (@ JCSmithFox5) February 9, 2015
Time is valuable
People have a habit of getting everything as soon as possible. You order something on eBay and you expect delivery the next day. You order lunch at a restaurant and you don’t want to wait more than 15 minutes for a hot meal at your table. The same goes for customer service. Customers are expected to respond promptly to their complaints. Thus, if you want to keep the upper hand then you need to act fast.
The case @LidlUK responded to the tweet within 20 minutes. Such a time period does not leave much room for crisis growth. However, you cannot discuss all about the basis of your brand on the information that social media platforms offer. Often, users do not tag brands in their posts, so it is almost impossible to know about all mentions.
Eyes in the back of the head
Social media monitoring gives you the benefit of having all the discussions posted about a specific topic or a brand. This means that you inform people in real time about what people write about your brand in social media. And it does not require tagging.
Here is an example of a dissatisfied customer service golfer who did not refrain from complaining on Twitter.
He did not tag Golf Club in his tweet, but the answer came the next morning.
@frankiemuniz Thank you for choosing to play here, we are sorry to hear that and our team will contact you to discuss.
– Keerland Golf Club (@Kierlandgc) February 11, 2015
Finger on heartbeat
When your social media monitoring tool keeps you updated about everything that people write about your brand online, you can think of a strategy to handle these comments. There are three golden rules you should follow when working with your customers:
Be worthy Customer service representatives should be experts in the field they are advising on.
Be polite Even the worst resentment can be melted down with a calm and polite response. Apologize, try to solve the problem and give further instructions as to what the user should do.
be consistent. Do not forget the image you have on social media. You should respond to the concert by sticking to two other rules with your marketing communication strategy.
As I mentioned in the beginning, social media is also a source for positive content about brands. Internet users voluntarily approve of a good service when it meets their expectations. This leaves the area clean for companies to interact with their customers. A good example of a brand that constantly communicates with audiences in social media is PlayStation Poland. However, they are not just an example.
Remember to respond to positive mentions as well. When someone is satisfied with your product or service, a simple thank you will enhance the effect. This way you can improve image, spread your brand recognition and gain a more loyal customer.
Watch the competition
Remember that social media users also complain about your competition and you can take advantage of their neglect. If you also track Internet discussion about competitors, you can always join the conversation and show that you are on the sidelines of your industry.