Tips and know-how
Social media became the preferred Customer Support channel for those under 25, with 32.3% saying it is their top choice. A revolution in the Customer Support area is coming! Nowadays, companies are recruiting more and more customer support agents whose skills match the ones required for Customer Support on Social Media.
What is the key to efficient and effective social media customer service? People want brands to offer social customer support, and keeping customers happy is the whole point of providing customer service. Then, let’s dig together into the specificities of Customer Support on Social Media!
1. Become a true ambassador of the brand!
According to a Facebook IQ research, 76% of people who message a business do so for customer service or support.
The critical document every agent should know perfectly about is the Social Customer Support Brand Guidelines. This guide must cover:
- The definition of the Tone of Voice. It is of utmost importance to maintain that voice consistently aligned with the brand’s marketing style
- The expected and maximum response time for each channel
- The answers to the top 20 FAQ
- The protocols for escalations or other customer issues
- The message approval procedure.
2. Always respond
All the interactions with customers have to be reviewed. But only responding is not enough. On social media, customers expect a fast and friendly response. Facebook Pages reveals right upfront how quickly messages are handled. An industry standard is the Very Responsive to Messages badge. Facebook grants it when responding to 90% of messages within a response time of 15 minutes or less.
3. Take public conversations private.
It may be useful to answer and solve some questions publicly. It shows our reactivity, but it also provides content that can be of great interest to several customers.
On social media, customer support agents are usually more autonomous. You have to spot and decide whether you should handle the customer’s questions or requests in a one-to-one conversation (ex: when answering involves asking for confidential information).
4. Always be courteous
We know things on social media can escalate fast. Becoming angry or frustrated in a response will only increase the customer’s negative feelings about the company.
When facing a not-so-polite customer, take a deep breath, wait 10 seconds, and do not forget that you should not take things personally.
Empathize, respond calmly, and be polite. And this may be the essential piece of advice: always read your message twice before publishing:
- The first time, read it as a customer support agent, check if the information is complete, correctly spelled, and answers the customer query.
- The second time, read it, putting yourself in the customer’s shoes. How he/she will react? Should the message generate a positive impact on him/her?
5. Use People’s First Names
Personalize! Use the @ tag for comments when possible to alert the person that you’ve responded. Usually, Facebook or Twitter will notify users when they receive a reply to their comment. Hence, including the @ tag of their first name increases the likelihood that they’ll see your response.
We are actively looking for Customer Support Representatives on Social Media. Check our opportunities here, or you can also contact our recruiters. They are here for you!