Should you use social media to provide customer service?
I work for a talent agency and we find most of our clients online through social sharing and search. Is it professional to respond to customer service requests and gripes on Twitter, Facebook, or Instagram? One negative I see is that it draws attention to a bad customer experience if there was one.
Believe it or not but trying to avoid customer service on social media will backfire more than engaging in it.
Be open and honest - this will help people see that your business wants to help your clients. If you do get negative feedback, you can show that the business wants to improve and help them - no one is perfect after all. Companies like Tesco Mobile have found that their very open and honest approach to customer service on Twitter has built up a lot of positive attention and turned angry customers into brand ambassadors from the level of help and support. They now have a lot of people reaching out to them and giving them more and more examples of great reviews and quotes from customers that they can share to gain more customers.
With all my clients I show them the importance of an emergency plan - this covers what to do when it comes to various bad reviews, technical or PR issues and how to best deal with them. It might be worth reaching out to a specialist in creating one if you are worried as they will be able to provide a clear direction to what will be best for you to do.
My professional opinion is opening up this channel to include customer service will help strengthen the brand whether through great feedback that will help develop the business or positive reviews to share.
I hope that helps!
Before you think about the Tool.
Ask yourselve these questions:
1. WHY are you in business, what is your purpose? To make people feel happy, empowered, helped, confident....so on
2. WHAT medium are you most drawn to....Visuals, TEXT, Video, Chat
Once you answer that, then you know which tool to pick. I am Visual person so I use Pinterest or Trello
Great question Cynthia! Social media can and should absolutely be leveraged as a customer service tool. The bottom line, the worst thing you can do, if someone reaches out to you publicly on social media about customer service request, is not respond. It shows that the company doesn't care enough to follow up with that person and can mean bad news bears for its reputation. To everyone else who sees that the company didn't respond, it will mean bad press. That said, it doesn't always behoove you to divulge details publicly in your response. Depending the request, you could follow up publicly and ask to take the conversation offline. Multiple airlines have learned the hard way from consumers who have publicly acknowledged them online with a negative experience. Instead, companies have an opportunity to improve their brand's online reputation by responding publicly, acknowledge the customer has been heard, and take care of the issue in a timely manner. Good luck and great question!
My business is customized to the needs and interests of the client. Therefore, I don't use social media for client concerns or interactions. I use e-mails, SMS or phone calls to address customer service issues. In my business privacy is essential whether the client is a performer, lawyer, teacher or an individual with an accent or complex voice or speech problem. I agree with Amara Rose, the respondent below. The best customer service is personal attention.
Answer every customer's question in a blog post and share the post across your social networks. This provides information of value for customers, prospects, great content for your website as well as grassroots SEO.
If the feedback came in through social media you need to provide the initial contact response back through the same channel for two reasons: 1. That's where the contacter will be expecting the response and 2. the larger community will see your level of responsiveness and judge you accordingly. You don't need to hash out the entire issue in social media, just use it to make the connection and then go from there.
100% yes. You can learn a ton from Jay Baer on this (he recently wrote a book called "Hug Your Haters". Here is a link and if you dig around his site and articles, you should get all your questions answered by the best in the biz on this >>> http://www.jaybaer.com/hug-haters/.
Best of luck!
You do not have control over social media, they can drop you at will. Things like Facebook Fanpages and Groups can be helpful but you will be back-peddling if they decide to remove our account. Also, being "public" with your support means you can be exposed to some very abhorrent communications that may disturb otherwise "happy" customers.
One (half) upside is the concept of group support, where other people share their thoughts and solutions and these mediums create community through the interactions. I said "half" because letting customer help customers on your behalf can mean even more "fixing" and "resolving" than a direct business to customer relationship.
If you do it, remember, you are managing multiple things at the same time: your customer service function and that service in public display as your brand. So, beware.
What i do design has grat visual richness by different processes in manual art , are unique designs . I do need a good website , The truth not be how to deal with my designs with social networks .
You build more credibility being transparent for both good or bad service requests. It'd be totally in your favor to handle it on social media, especially if the request came from some social network. How you respond, how fast you respond and being sensitive to the time when it's appropriate to take it offline makes all the difference.