Tag Archives: Social Media

Brands – A Follow Up

 

 

 

In what was perfect timing following my previous post, I was invited to a Chinwag event titled “When Customer Service Goes Social”

So, for those of you intrigued by my previous post “Brands – Are You Listening?” Here are some additional pieces of advice provided by Conversocial, who funded what was a fantastic evening:

Always reply
Do not be selective about which of your customers get a response and those who do not
– each ignored complaint or question reflects negatively on your brand and can easily
spread to a large audience. A policy of zero customer support is deadly on Facebook; if
you can’t manage two-way conversation, you’re in the wrong place.
Enable your wall
There is no benefit in trying to hide from complaints. Your company will waste time
seeking out reputation risks and upset your customers in the process. It is much better
to channel customer service issues on to your wall, rather than spread them to all of your
fans via updates visible in the newsfeed.

Monitor your fan page throughout the day
Give social media the same level of attention as email and phone calls. Applying tighter
SLAs for social media could give you the competitive edge in the developing space of
social customer service.
Add personality to your responses
Let your customers know who they are speaking to. This is even more important in
Facebook and Twitter than via email support, as your fans and followers expect a
different experience of your brand. This is an ideal opportunity to show your customers
what kind of company you are – ideally one with real people who care.
Use a page management tool with customer service workflow
Ensure you don’t miss comments and posts, and filter large volumes of interactions
easily. Unlike traditional service channels such as email and phone, not every message
on Facebook requires follow up action; and comments on photos or older posts are not
easily visible without searching for them. Efficiency features such as
auto-flagging and team workflow make it easy to see what needs to be dealt with and
what your colleagues have already taken care of.

Excerpt from “Who’s Ignoring Their Customers?”  – Conversocial 

If you’re interested in reading more about these topics, Chinwag’s blog is a great place for finding opinions of those not trying to also sell you something.