If you have a business in San Francisco or for that matter anywhere in the world, you would have realized the importance of following a social media strategy. The social networks were created for enabling dialogues between people. It is, therefore, not at all surprising to note that businesses are choosing to use it as the main communication channel. Studies show that 67 percent of the consumers have made use of the social media site of a company for the purpose of servicing. As such, having a social media strategy for customer services is not an option but a must. The aim of this post is to provide some information on building a social media customer service strategy.
Analyze Past Experience
An analysis of the past experience helps you to identify pain points, peak hours, and clients’ expectations and needs. It will also be helpful in deciding as to which social channels should be employed for the purpose and whether you need a social media manager or not. It is highly recommended that you seek help from a seasoned social media agency San Francisco or a social media optimization services provider in order to do a proper analysis.
Once the analysis and team are ready, you can put the customer service guidelines in place. Some of the aspects to be considered are:
- Desired response time
- Tone of voice
- When managers should be alerted
- Response to positive feedback
When creating the guidelines, you also need to decide as to which processes you could automate and which ones you should not.
This is a very important aspect as it tells you as to why customers are dissatisfied. The insights that complaints analysis provides help you to improve your product/service. For example, Samsung makes use of social listening to directly assist customers and monitor product launches. This enables them to quickly identify the weak points.
There are many aspects to be considered as regards handling complaints as well. However, one of the important ones is whether you should deal with all mentions or not. Research shows that customers who receive responses from companies on Twitter often spend 20 percent more. Further, the chances of them recommending the brand to others are 30 percent higher.
In conclusion, social media networks are popularly employed for customer care services. Whether you agree or not social media will be used for customer service. If you want to keep your customers happy, you will have to respond quickly to all mentions and messages. For more information, please visit socialpulsar.com