In today’s digital world, your customers are more connected than ever before. They expect a seamless user experience, 24/7 access, and an unprecedented level of convenience. To stay competitive, you need to embrace social media as a customer service channel, rather than resist its power. As a result, the standard customer service practices of the past no longer cut it in today’s fast-paced digital world. Luckily there are plenty of ways that you can take social media customer service to the next level by upgrading your current practices and adding new channels as needed.

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Respond To Reviews On Social Media

Social media is an excellent way to respond to reviews. When you have an opportunity to respond to a review, you have an opportunity to set the record straight. You can also correct mistakes made by your team or address complaints about your products or services. You can respond to reviews on Facebook, Twitter, Google+, and Instagram.

To start responding to reviews, you’ll want to log in to your social media account and click the “reviews” tab to find any reviews that your customers have left. On the review page, you’ll see a box where you can enter your social media comments.

For example, you could write “Thanks for the review! We’re always looking to make improvements. We appreciate your thoughts!” Customers also often leave a comment with their email address, so you can respond with a follow-up email.

Enable Live Chat

Live chat is a low-cost way to communicate with your customers. It’s especially helpful when you need to provide an immediate response to a customer.

A live chat agent can quickly respond to a customer’s question or solve a problem over the phone. Or, if you have a dedicated ecommerce site, you can use live chat to welcome new customers and answer any questions they might have before they place an order.

You can also use live chat to help customers return products or make other returns. You can set up a live chat service like ChatbotIQ or LiveBotIQ to handle these types of customer service tasks. Once set up, you can create a Live Bot or BotIQ account, then add the required instructions to your website so that customers can trigger the chatbots.

Create An FAQ

An FAQ can be a great resource for customers who have questions about your products and services. If you set up an FAQ on your website, it will be easy for customers to find the information they need. You can also post FAQ information on your social media accounts so that customers who search for information on social media can find the same information. A great way to create a FAQ is to start a FAQ community on your blog or forum. Start a community where customers can post questions and other customers can answer those questions. You can also use community forums like Reddit, Quora, and Hacker News.

Utilize Voice Calls

Voice calls are another low-cost alternative to traditional phone support. They’re especially useful for customers who live outside of the US or for customers for whom a phone call would cause an issue, such as a customer using a cell phone with poor reception. Many customer service software solutions offer the ability to set up voice calls with customers. These solutions can also help you manage call logs and availability. While you can use call centers like Intercom or Sprinklr to handle customer service tasks, a scalable customer service software solution can help you handle more complex tasks, like managing voice calls with your customers.

Offer Free Trials And Trials

Many customers prefer to try new products or features before they commit to a full purchase. If you have an ongoing discount or free trial, you can serve as a free trial tester. Most eCommerce solutions offer free trials. A free trial can help you get feedback on your products and can help you test the response rates of your marketing channels.

Establish An Escalation Process

Customers want to feel confident in the level of customer service they’ll receive. To this end, it’s important to establish clear escalation processes for social media channels.

A clear escalation process will let customers know what to do if a customer service rep isn’t available. You can use social media to track customer feedback and feedback from other channels to make decisions about how to improve your customer service.

For example, you could start using Zendesk or Intercom for customer service. A customer service software solution can help you manage your customers, their tickets, and the tickets of your customers. Using customer service software can help you quickly see where your customers are experiencing issues, as well as what solutions your competitors are using to manage customer service issues. You can use social media data to help you prioritize which issues to address first. You can also use data to see if you’re meeting the expectations of your customers. You can use social media data to see if you’re providing the level of service that your customers expect.

Conclusion

Customers expect convenience and perfect service. However, many brands struggle to keep up with the fast-paced digital world. If you want to stay competitive, you need to embrace social media as a customer service channel. Fortunately, there are ways that you can take social media customer service to the next level.

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