Social Media Customer Service 101: The Beginner’s Guide

Customer service in today’s highly competitive world has become an essential part of any brand’s carefully planned omnichannel strategy. If you aspire to maximize consumer acquisition as well as retention and also simultaneously accomplish your sales, promotional, and marketing goals, you need to be readily available and proactive on all your online and offline channels.

These channels include social media, without any doubt. However, the sad reality is that several business leaders often disregard the significance and perspective of SM-focused customer support. Not only is it necessary to have consumer support on all your important social channels in order to initiate an undeviating line of interaction with your valued customers, but it is also highly significant for lead generation, creating up-sell as well as cross-sell opportunities, and developing a pleasant brand experience. 

However, there are still some companies especially telecom companies like Xfinity that have understood the significance of customer service and are trying their best to go out of their way to assist valued customers. Xfinity customer support hours are very flexible when it comes to offering essential support.

You can easily begin a chat or leave a message on social media at any time of the day and an agent will assist you in the best possible manner. Just dial Numero de Xfinity (for Spanish speakers only) and inquire about all the major social media channels through which you can contact them.

However, that essentially is just the tip of the iceberg as they say. That is exactly why today we are writing an article, explaining the best practices that you can effectively use to take your business and brand forward using social media and stellar customer service. Keep reading to gain some valuable knowledge.

What exactly is Social Media Customer Service?

Social media customer support is the procedure of providing excellent consumer support on all your significant social media channels, beginning from an objection or query all the way to a proper resolution. Using an accurate social media consumer support plan, you will essentially have devoted service agents controlling, monitoring, and responding to social media queries, concerns, issues, etc.

Social media customer support requires a lot of attention. It does not happen randomly or overnight. You need to put in a lot of effort and invest your time and energy into enhancing the overall functions.

Just keep in mind that it must be done at a steady and consistent rhythm for it to actually take effect. If you typically respond to a few complaints or problems every now and then, you will seem inconsistent and unprofessional and no one likes that.

Your social media customer support plan should effectively assist you with a few vital things- consciously resolving customer issues and queries, proactively offering consumer support, developing an entire plan for customer delight, and nurturing an entire brand known for something motivational, optimistic, and inspirational.

Below, we’ll discuss some social media customer support finest practices that will surely assist you in accomplishing your mission and goals.

1 . Conduct Thorough Research to Find Out Where Your Consumers Are

The initial step to developing your social media strategy is essential to work out exactly where across all these social media channels your consumers are reaching out to you and why are they reaching out. For instance, you might actually deduce that a majority of your consumers are sharing queries and objections on Twitter, while they are effectively sharing countless posts and tagging your business on Instagram.

To accomplish this level of precision, you essentially need to run a very detailed audit of every single social medial channel that you own and analyze how your consumers are interacting with you. From there onwards, you can regulate your strategy and determine if you really need to appoint a social media service representative who is experienced in managing customer communications.

2 . Assemble Monitoring Streams to Find Important Remarks About Your Business Across Different Channels

Once you are done figuring out all the channels the customers are using in connecting with you, you need to figure out how essentially you will bond with them instantly and effectively for future purposes.

A simple way to do so is by assembling comprehensive monitoring streams using the required social media tools. These tools will help you personalize your streams and lists according to the specific segment that you’d like.

3. Develop a System to Get Your Queries Answered Instantly

Now that you’re done with following the first two steps, you are well-equipped to build up an entire system that will help you respond to the queries of the customers quickly. Whether you utilize a single committed team member to respond to customer support messages or divide responsibilities according to the different kinds of social networks, develop a system that works well for your team- a system that gets all the queries replied to or examined as instantly as possible.

4 . Think About Setting Up a Separate Social Channel for Customer Support

If you observe that you are answering countless customer questions and queries on social media, you might actually ponder over building up a separate social media channel that is particularly devoted to customer support.

Creating a separate channel will help you segment consumer support requests from your coworker’s marketing efforts. Just make sure that this support profile is user-friendly and has all the supportive representatives that are ready 24/7 to cater to the issues of the customers.

Wrapping Up

We hope that the four best social media practices that we have mentioned in this article will help you refine your customer service operations.