Social Media Management Tips For Better Customer Service
Social Media Management To Avoid Bad Reviews
Gone are the days when you could hide from that nasty customer complaint at the end of the day vowing to sort it out first thing in the morning. The rise of Twitter and other social media platforms has led to companies and their wares being constantly reviewed and customer complaints being aired very publically.
If you're not fast enough to provide a satisfactory response these days, your company's reputation can quickly be tarnished in 140 characters. It's probably better to have a Twitter account so you can keep on top of customer relations, as even if you want to deal with customers through another medium, they may still take to Twitter to vent their frustrations.
So how can you avoid 140 characters of abuse circulating the Internet about you? Here's a few social media management tips for stress-free customer relations.
Stress-Free Social Media Management
Manage customers' expectations - if you can't respond to tweets within 15 minutes post an estimated response time. Also, keep them informed of your progress if you need to take action to resolve their problem.
Use the reply button - this will create a conversation stream to show the progress of the customer's query and removes the chance of misspelling account names if you try to respond with a new tweet.
Remain professional - this is the golden rule of social media management. It sounds obvious but it can be hard to maintain your cool if customers are being unreasonable or rude. Unfortunately, Twitter is often seen as an informal way of communicating, which means tweets can have an abrupt tone that users would not use in emails. Remember, if you drop your guard, your negative tweet could be seen by thousands of people in seconds thanks to the 'RT' function.
Change the channel - even though contact may have been initiated through Twitter, sometimes 140 characters isn't enough for a sufficient response. Ask customers to DM their phone number or email address for more complex issues. This is also a good way of managing customers that are venting their frustration to all their followers.
Positive Social Media Management
Split your Twitter management - if you receive regular questions or complaints your Twitter account can transform into a customer service feed. Whilst this shows you are a helpful company, it can leave little room for social media marketing. Creating a dedicated account for customer liaising can reduce interruption to your Twitter marketing activities.
Keep things positive - don't let your Twitter profile get bogged down in negativity. Put a positive spin on responses, such as saying all feedback improves future service, make jokes where appropriate and grab opportunities to highlight product and service advantages. Remember to say thank you to your followers for their engagement too, no matter how upset or angry they've made you. Social media management is a vital part of your reputation management strategy.
Now keep calm and carry on tweeting!