Social Media Etiquette For Customer Service
Thanks to the internet and smartphones & social media, customer service has evolved in numerous ways in its short history. Social media which has now been accepted by society as a viable means of communication has come to influence the way customers interact with business entities. According to this report by the Global web index, Internet users (about 3.2 billion people) have an average of 7 social accounts, up from 3 in 2012.
Most businesses have realized that social media is here to stay and they also stand to gain from having a social media presence, hence brands have adopted social media as an alternate contact channel for customers.
While social media is a great platform for reaching a wider audience and supporting customers, every business must be conscious of the brand image & values being projected via their social profiles, to prevent suffering from unintended bad publicity.
In order to avoid this, employees who manage these profiles must understand the basics of social media etiquette for customer service & business. In this post, I will share valuable resources that will be of great help to social media managers. Here is an infographic on basic social media etiquette and tips that boost engagement on 5 popular platforms.
Customer service expert and New york times bestselling author Shep Hyken in his article for Forbes shares 10 incredible tips for delivering better social media service. The article contains very valuable expert advice that can enable a brand deliver a great experience via social.
Using social media for social care is not just about responding to comments. Use social media as a way to let customers know about potential problems before they arise – Shep Hyken
Social media customer service when done right, can serve as a leverage which connects a business to customers. It is also a great source of raw customer feedback (some of them might be quite painful & upsetting), it is important that social media managers don’t allow bitter comments get to them.
While it is almost impossible to avoid negative comments or criticism on social media, being able to maintain professionalism is important when such comments show up on your business’s social handle. Avoid doing these 3 things (Read full article here) whenever customers or followers leave negative feedback on your social media page –
- Don’t respond immediately to hateful or undue criticism
- Never post fake reviews in attempt to counter negative ones
- Don’t dwell on the negative reviews
Social media is a great opportunity to showcase your brand & build better relationships with your customers and fans as it is directly in the public light, this makes it crucial that it is handled properly. Following the tips outlined in this post will be of immense help in maintaining & projecting a positive brand image on social media.
PS: If you need a robust Social Media Marketing (SMM) Panel that can support your social media accounts, boost your online presence and help with engaging your audience, check out the best SMM Panel.
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