Best Practices

How To Provide Great Customer Service On Social Media

Here are some ways to successfully engage with followers and customers

Businesses are increasingly offering customer service on social media sites. Twitter, in particular, is getting to be a platform where customers and businesses interact. This presents some challenges, especially when customers aren’t satisfied. The following are some ways to build and maintain your reputation while providing customers with the best possible service.

Why Offer Customer Support on Social Media?

HubSpot posted some revealing statistics about the prevalence of customer support on social media. 80% of customers use social media to engage with brands. An alarming number to go with this, taken from American Express: 35% of customers post negative comments about companies on social media. This means businesses need to be extremely vigilant about monitoring social media and deal promptly with potential problems.

Best Practices for Engaging With Customers

Here are some ways to successfully engage with followers and customers on social media.

•  Identify the best channel for resolving an issue. If it’s a simple query, you can respond directly on social media. This can be helpful, as others who may have the same issue can see the response. However, for more complicated or sensitive issues, take the conversation to phone or email. If you have the customer’s information, be proactive and contact them first. You can then tell them on social media that you’ll be calling or emailing them.

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