There are more than 800 social networks on the Internet, not every platform is suitable for your business,
Your business cannot be present in a large number of platforms because your presence in many platforms will distract your efforts,
Therefore, the first advice is to choose what suits your business,
You can use two or three platforms keeping in mind the ones your audience tends to,
Choose the appropriate network for your business, and most importantly, to have your customers in it.
By choosing the right place where your customers are, you will be able to provide better support services,
For example, millennials prefer Instagram, Snapchat, Facebook, Twitter, etc.
Professionals prefer the LinkedIn platform. If your business provides services to professionals, then LinkedIn will be the best platform to communicate with them and introduce your company,
If your business offers perfume, fashion and cooking products.. then Instagram is the perfect place.
Research from the Customer Service Institute reveals 1 in 3 customers turn to social media to seek advice or connect with a business, so an important part of customer service on social media is listening to what customers there are saying and what they are trading about your business, which is One of the most important tips that experts refer to in e-marketing.
Listening to what customers have to say allows you to understand their needs, prioritize, make the best decisions, correct mistakes, provide the best service and grow your business, and it helps you avoid potential crises by responding skillfully to an unsatisfied customer who posted a negative comment on your company’s public page, along with Ability to provide effective and accurate solutions to customer issues.
Speed may not be the most important factor for providing support via email, phone, or in-person service, but on social media a customer service employee speed trumps everything, so you should do more to respond as quickly as possible, 67% of respondents expect Global consumers who interact with a customer service brand on social media have a response within 24 hours, and in a survey conducted by The Social Habit, 32% of social media users who contact a brand expect a response within 30 minutes, and 42% expect a response within 60 Minute. Read also: 7 tips for launching a successful online store
In customer service on social networks, the tone of voice is of great importance, find out what language your customer uses, does he use serious language, or does he tend to have fun and use emojis in his communication with you, it is important to feel the pulse of customers so that the customer service employee adjusts the tone of voice to their rhythm.
Exploring the psychological state of the customer is necessary to adjust the responses accordingly. If the customer is feeling frustrated, for example, it is necessary to focus in the language of the response sympathy, understanding, apology and reassurance to seek solutions to satisfy him.
Tailor the tone of voice according to the requirements of each client on the social networks.
Some problems cannot be solved on social networks, you may need to communicate more broadly with the customer to understand more details and get sensitive information from the customer who may not be comfortable exchanging some information on the social network; Moving communication via email or phone may be better and more efficient, a move like this that emphasizes consistency across all channels and strong follow-up with customers.
Take communication to a higher level and in the right way if required but tell the customer that you would like to communicate with them on another medium and do more work to help solve the problem perfectly.
Many brands use tools or apps to automate the social media posting process.
However, giving the human touch is essential in publishing and interacting with customers on social networks,
Train your customer service employee on the best ways to interact instead of overusing automation tools.
Avoid robotic communication that gives customers the feeling that they are just numbers,
Use direct human communication and train yourself to adapt to the specific needs of clients,
How you interact with existing and potential customers of your business helps build strong relationships and gain customer loyalty.
Automated publishing causes the audience to refrain from interacting with your brand on social media
While human interaction helps to provide a realistic and realistic picture of you in social networks.
Before 2011, Facebook was completely capturing the attention of users and brands, but the emergence of Snapchat in that year proved that the tastes of customers, and their interests can move from one platform to another, read also: 8 tips to grow your site and get visitors and traffic and spread
The number of daily active users on Snapchat, according to February 2018 statistics, is about 187 million users.
These numbers prompted Facebook to try to acquire the Snapchat application 3 times, but failed.
Google also tried to acquire Snapchat once by offering $30 billion,
So the equation is always changing, and the habits and expectations of customers are constantly changing,
A flooded platform might become popular tomorrow, next month, or the next quarter, you have to be on the lookout for customer traffic and trends,
And to move where they’re moving, if they’re moving, you’ve got to move too, whether that means moving the focus from one platform to another,
Or add another platform to the rest of your brand.
Do not rely on a single customer service employee to manage accounts on social networks,
Assign a number of people and delegate them to manage the communication accounts at different times, to ensure that they cover customer service 7 days a week.
You should also take care to fill in the gaps in customer service coverage during the customer service employee breaks.
And vacation times so that you don’t risk losing touch with your customers, at any moment may be important.
On a regular basis, stop and look at your performance in social media, monitor the reports and keywords that customers are trading about your product, and determine how much time you’ve spent addressing customer issues.