“On average, consumers tell 9 people about a good experience, where they tell 16 about a negative one.” *
Social Media is growing and it was never as easy as today to reach out to your customers, and for customers to reach out to you. Make your users happy with an extraordinary customer service experience via social!
I, as Head Of Social Media Support for a big tech-company and student at the #SocialMktg MOOC by Northwestern University, will inspire you with two outstanding articles and 3 best practices to improve your relationship to your customers via social media.
Article 1 – Providing Great Customer Service Through Social Media
Zendesk sees that customer service expectations are rising – that is why it is crucial to meet your customers where they are, which is more and more often in the social web. Social media are used by discontent or even angry customers to escalate a problem to a service provider. The article further states: Your job is to listen to those people, make them feel understood and find a quick solution for their problem. It is likely that this will turn the previously bad user experience into a good one through exceptional social care, which probably make the affected user share that experience with his or her peer group.
Article 2 – How to Deliver Exceptional Social Media Customer Service
by Dara Fontein for Hootsuite.com
Social care is more an more relevant not only for teenagers and young adults, but also for people across all ages, countries or income levels. The article gives a good overview on statistics like what are users expecting concerning customer services and general, who is using social media and why. It also gives tipps on how to handle support requests, like answer in a timely manner and add value to the customer service experience.
After Studying Those Articles, I Have 3 Best Practices for You:
- Start Listening Now!
Take customer feedback on social media seriously, appreciate it where it is due and help your customer out, if he is angry. Let your customers feel that they are your top priority!
- Act Timely!
If you receive feedback or complaint on social, react as quickly as possible – best within an hour. People reach out via social because they expect to get a quicker answer than by classical customer services – don’t disappoint them!
- Be Transparent!
Negative feedback is always a bummer, but don’t hide those posts on your timeline unless they are really inappropriate. Customers will get suspicious when they see only positive feedback or realize their message was deleted. Make lemonade out of lemons and handle negative feedback as professional as positive one & turn it into a nice user experience!
Ready to rumble? Make your users happy and don’t waste time – start immediately with the setup of your awesome new social media support team!
My name is Feli and I am the Social Media Support Manager at a large tech company, study Journalism and work as illustrator, blogger and free journalist in Hamburg, Germany.
I also do the #SocialMktg Specialization at Northwestern University through Coursera.