8/30/2023 0 Comments Reply to email in a timely manner![]() If you have an individual who decides to go rogue and post inappropriate things on their social media accounts, it may be a good idea to ask them to dissociate those accounts from the business or set them to private. A corporate guide of social media dos and don’ts should be available to your employees. While most organizations have official corporate social handles, many also employ executives or other thought leaders who are active on public social channels. Companies like Zappos are nailing customer service by making interactions more personal and personable.Ħ. Be on the same page with executives and others visible on social The more human you can make these digital interactions, the better. It should go without saying that people like to talk to other people - not robots. And keeping track of social activities and the appropriate responses can be useful for employee reference and training later on. Being able to measure and take action on your customer data is an integral part of delivering a great Customer Experience. Since you’re treating every social interaction the same way you would treat a customer email or phone call, it should be noted in the customer record whenever possible. Tracking social activity can help you better serve customers. This is where tracking responses (#4) and having some responses prepared ahead of time (#2) can save a lot of time and prevent customer service headaches. If customers are getting different answers to questions or different levels of service depending on who they talk to, it can be harmful to your reputation. It’s important for every customer representative to be on the same page when it comes to social response. Having responses prepared for frequent customer inquiries can also cut down on response time, which is important, as 42 percent of customers expect a response within 60 minutes, and 32 percent expect a response in just 30 minutes. It’s important to - at the very least - let these customers know their concerns have been heard, and direct them to more information if possible. In those cases, a number of customers are going to take to social media to ask questions, complain, or alert the company of issues. Consider a car company doing a major recall that affects millions of vehicles, or a power company dealing with outages after an ice storm. ![]() Those statements are important for addressing complex issues or complaints from customers. That’s where official responses and blanket templates come into play. ![]() Employees need to be enabled to respond quickly to these comments and questions without the need to run everything past a PR or legal department first. Whether it’s a critical issue that needs to be addressed by a service agent, or a customer commenting: “I really love your products” - in which case a simple “Thank you!” will do - every interaction deserves attention. Have a plan in place and official statements drafted For those situations, it’s important to have approved responses on hand.Ģ. Companies operating in highly-regulated industries may be less inclined to respond on social, for fear of saying something that could “get them into trouble.” (see rule #2). Of course, there are underlying factors that prevent companies from responding on their social media channels, like corporate bureaucracy. While it may seem like an obvious practice, many organizations don’t follow the rule of thumb of responding to every comment or inquiry – good or bad. It’s a response that says, ‘We don’t care about you very much’.” Always respond (and try to do it within the hour)Īccording to a Forbes article from social media expert Jay Baer: “A lack of response is actually a response. Based on discussions with our partners (of all shapes and sizes), we came up with 10 basic rules to follow when it comes to social response:ġ. Regardless of where your social media effort stands, it’s always smart to evaluate your social response strategy. While we find that most companies want to include social as an integral part of their Customer Experience, many feel like they don’t have a good plan or strategy in place to address comments or inquiries. When someone is reaching out to your brand on social media, you need to be listening and ready to respond. Customer service today is customer-driven and omnichannel. ![]()
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