Best practices for customer service on social media The key is to respond quickly. Know which social media posts should be resolved in public or in private. If possible, use a person's name and don't sound too scripted. Chatbots are one of the latest additions to the field of customer service and have been proven to offer numerous advantages by providing basic answers to customer inquiries 24 hours a day, 7 days a week, on social networks and the live chat platform.
AI-powered chatbots are the bots preferred by brands, since they have the ability to be always active. As a first-line mode of serving customers, bots are a great way to resolve the common service requests that businesses face most frequently. Keep things light and positive when you respond to customers on social media. Unless it's obvious that they're joking with you, avoid sarcasm or humor at least until the problem is resolved.
But don't hesitate to show your personality when you interact with customers on social media. Once the problem is resolved, use emojis or GIFs to show your personality and make your customers smile along the way. When you incorporate an effective social media presence into your small business marketing plan, you can reach current and potential customers wherever they are. The first step in creating your customer service strategy on social media is to figure out exactly where on social media platforms your customers are communicating with you and in what context.
A social media customer service team can face multiple challenges when interacting with customers. The downsides of social media largely depend on the platforms you use, but there are some universal drawbacks. If you find that you respond to a lot of customer questions and complaints on social media, you could think about creating a social media channel dedicated specifically to customer service, such as HubSpot Support or Ask Lyft, for example. Through communication on social media, you can quickly and efficiently address customer issues, helping you build a loyal customer base.
A simple way to do this is to set up monitoring transmissions, something you can easily do with HubSpot's social media tool, as in the example below. LinkedIn is designed to be more professional than other social media platforms and is aimed at companies and professionals. You can ask customers how likely they are to recommend your social media customer service to other people. However, there are several schools of thought on how companies should use social media to react to tragic events.
One of the most direct and lucrative ways to experience the power of social media is by increasing sales. Think as if someone on social media were tweeting or posting, and set up broadcasts like HubSpot + awesome, HubSpot + worst and HubSpot + thanks. Learn how to use social listening to monitor social media channels for mentions about your brand, competitors, products, and more. With the right social media management tool, your company has the opportunity to monitor and analyze online conversations about your company and establish long-term customer relationships with people who care about your brand.