Social Media And Customer Service

How Small Businesses Leverage Social Media For Customer Service

Small Business 7 Mins Read April 24, 2024 Posted by Ankita Tripathy

Have you ever gone into the comment section of any product page? Do you see people commenting on how much they liked the new TV set from that company? Almost every business offers this latest way to deal with customers’ queries or feedback or collect what they usually prefer. 

Recently, social media has been considered the most accessible touchpoint for users. It offers a wide range of tools to help you share ideas and interact with others online. From Facebook to YouTube, it provides services to a huge human population. 

Companies have shifted from huge mail chains or traditional phone calls to comments on social media platforms. The blend of social media and customer service has made it easy for customers to address inquiries or meaningful feedback.    

Let?s dive into this article as I will guide you in understanding the influence of social media and how it is combined with customer service to enhance the customer experience.

Analyzing Social Customer Service Regularly 

Analyzing Social Customer Service Regularly 

As the technical world evolves, social media and customer service have revolutionized bonds, providing businesses with an opportunity to connect with customers conveniently. Social media allows companies to offer platforms such as Facebook, Instagram, and even X, formerly known as Twitter. 

Social media plays a huge role in achieving high growth in customer services. For example, interactions between customers or their search history provide valuable insight into what customers prefer or their behaviors.   

Social media metrics are crucial for brands and businesses to get a clear picture of the target audience. Based on this, they can make the best effort to satisfy their needs and demands. Moreover, brands regularly assess the metrics to get a clear idea about trends and areas that they require to improve.     

On the other hand, brands also use social media tools to understand customer feedback and resolve any issues. The social media customer service opens the gate to provide 24/7 customer support. Omnichannel is one of the most effective ways to manage clientele. From responding to Facebook comments to uploading engaging content on Instagram, brands prefer every opportunity that can bring them closer to the client base.    

Maintaining Professionalism And Handling Emotions

Maintaining Professionalism And Handling Emotions 

Imagine receiving harsh and unprofessional behavior from the brand you bought your mobile phone from because the customer service representative was in a bad mood. Frustrating, isn’t it? Professionalism and handling emotions correctly are always fruitful in customer service. 

The blend of social media and customer support allows brands to connect directly through quick responses. This two-way communication requires the utmost professionalism and emotional intelligence. Building positive relationships with customers and embracing mutual growth further creates opportunities for the brands to excel. 

As a social media customer service provider, you must be an active listener, have better empathy, manage stress, and communicate effectively. Remember, you can effectively foster better customer relationships by developing better emotional growth or having proper control over emotions.   

Adding A Personal Touch To Interactions 

Adding A Personal Touch To Interactions 

Nobody, not even me, would prefer to talk to cold, soulless algorithms if I have issues with a product and need servicing urgently. Even though processes are shifting towards technological advancements, human interaction still plays a pivotal role in managing customers effectively. 

If you are trying to interact with your customers as a brand, you must speak in their language. Maintaining a proper tone in the audience?s speaking style can help avoid jargon. This way, customers can feel more accepted and feel free to communicate. 

Have you ever noticed how Duolingo often uses emojis and memes to respond to users? comments? It is one of their techniques to maintain a close relationship with the audience base. 

Empathy is another key to maintaining the customer base. Adding a human touch to resolving queries or replying to comments fosters a close relationship between customers and brands. 

Examples Of Social Media Customer Support

Examples Of Social Media Customer Support 

Spotify has created a prime example of using social media as a part of their customer service. Like any other company, Spotify provides better support through emails, FAQs, and blog content. However, they first made an account named ?@spotifycares? on X as a part of their strategy to support customers through social media. 

The company currently has ?@spotifycares? for all platforms, as X is still its main social media customer care channel. The company also has a forum where customers can leave valuable comments and feedback and interact with each other. 

Another example of customer care on social media is Adobe Care, which the company owns. Adobe Care responds to queries on time and tweets a snippet of the query and instructions on how to solve it. Most importantly, Adobe tries to solve queries in other languages, even though most tweets are in English. 

Both Adobe and Spotify do a remarkable job of providing customer support on social media platforms. Adobe prefers customizing its reply patterns based on query type or language, while Spotify’s quick response time makes it more reliable.        

Tips For Social Media Customer Service Team 

Tips For Social Media Customer Service Team 

A few steps can help you enhance your social media customer service for your business. 

1. Understand the dynamics of social media platforms and tailor your approach. This will help you make your social media and customer service game more dynamic.    

2. Create a dedicated channel for customer service. This way, you will not be lost between the regular posts and queries. 

3. Always close the feedback loop with quick responses and acknowledgment of all feedback. This will show how much value you put into the work to address their concerns. 

4. Learn how to leverage technology such as ticketing systems and automated responses. The technologies can help you manage a bulk number of queries. 

5. Never stop learning from the brands and their successful stories. Try to look closely at how other brands use social media to interact with customers and use them in best practices.      

Measuring Social Media Customer Success 

Measuring Social Media Customer Success 

If you are willing to combine social media and customer service, you need to balance both creativity and analytics while measuring social media customer success.

Imagine a cake with beautiful icing and strawberries on it. The social media metrics are those strawberries, and the icing is creativity. Adding both can bring life to social media customer care success. 

Impressions, reach shares, and conversions are important metrics that can help you understand your content’s success and assess how quickly it reaches the audience. 

On the other hand, CSAT is another special indicator that indicates how successful you are in satisfying customers. This is a vital touchpoint you need to improve and enhance your business and customer service on social media.      

You can also use the engagement rate to understand how much your audience engages with your content. You can understand how frequently they comment, share, or react to your posts. It reflects the overall algorithm about your reach.   

Conducting Social Customer Service Audit 

Conducting Social Customer Service Audit 

We all know how the company audit gives you a clear picture of their transparency and fair use of resources for their operation. Similarly, social media metrics clearly show your business?s presence. The audit helps you find growth opportunities and optimize all the accounts you have on social media.   

Similarly, SWOT analysis is a tool that helps evaluate social media and customer service. Using SWOT, you identify what an organization is good at, where it is underperforming, or on which platforms it can potentially contribute; you can strategize accordingly. 

Case management is another important tool for tracking, resolving, and organizing customer issues. It can also streamline issues and communication to ensure a flawless experience for both customers and the support team. 

Remember, social media audits save time and provide better clarity on social media and customer care. To conquer the dynamic world of social media, all you need is to embrace your strategic planning and align it with the metrics.    

Creating An Internal Tracking System 

Creating An Internal Tracking System 

Internal tracking can be a better option if you want to achieve continuous progress in your social media customer service.

Let me help you with a breakdown for better understanding: 

1. Always remember to define both goals and necessities. Analyze your business needs, identify the track (be it customer inquiries or your social media performance metrics), and set the goals in your tracking system. 

2. You need to choose the right tool to help you track your social media customer care activities. Tools like spreadsheets are easily accessible and allow you to create columns and record issues (type of issues, timestamps, etc.). 

3. Tools like sprouts can also help you categorize and analyze all the customer messages. This can help you better track trends and make potential reports.     

In Summary 

Remember, loyalty and effective customer service can not only enhance engagement but also help drive sales for potential growth. Small businesses only need to harness social media’s power and utilize it effectively. 

The significant correlation between social media and customer services can ensure more efficient and user-friendly support for businesses and customers.

On top of that, the assessment and analysis can also help you align with the strategies. You only need to create a meaningful and comprehensive roadmap for your social media to provide effective customer service.

Ankita Tripathy loves to write about food and the Hallyu Wave in particular. During her free time, she enjoys looking at the sky or reading books while sipping a cup of hot coffee. Her favourite niches are food, music, lifestyle, travel, and Korean Pop music and drama.

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