With the internet becoming increasingly common in people's daily lives, there are many more ways to stay in touch with your audience. Social media, for example, has become a crucial resource for ensuring better business performance, becoming the preferred means of communication for several clients.
In this form of service, the business uses one or more social networks as a point of contact with its audience, receiving requests and complaints. Considering that most people are active on at least one social network, this becomes the most practical way to receive your leads—as long as you know how to handle it, of course.
If you want to learn how to improve your customer service on social media, keep reading and check out the tips we've prepared.
Depending on how your business is organized, the same customer service team may handle both phone and online channels like email and chat. However, as you might imagine, this isn't usually very efficient—all channels are likely to underperform in this scenario.
Therefore, to avoid this type of problem, the best thing to do is to have good professionals Dedicated to each service channel. This way, you can train each of them in different ways, optimizing the service process.
Social media customer service differs from other forms of communication in several ways. The language used doesn't have to be the same as in an email, for example, but rather adapted to the type of audience you want to reach, as well as the general tone of the social network itself.
Some prefer a more informal tone, while others require a bit more formality. So, keep this in mind when instructing your customer service team.
If a customer loses their temper, makes unfounded complaints, or is genuinely upset by a mistake made by your company, don't lose your cool. A good customer service process should consider these scenarios, and the customer service team should also be well-prepared.
Performance indicators, or KPIs, are metrics used to monitor the performance of any sector, and they are very important in social media customer service. The most common ones, such as conversion rate, satisfaction index, complaints, and others, are excellent for evaluating the results of the process. service more accurately.
On social media, anyone can see comments posted by other users, including any complaints made about your posts. While it may look bad for your image, don't try to delete them. Talk to the customer about the issue and find a solution—being transparent and showing dedication will be much more positive for your reputation.
With these tips, you should already be providing excellent service on social media. Remember to keep improving and learning more about the topic, as this is the only way you'll be able to improve your use of these platforms.
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