In this digital age, consumers have slowly moved towards non-traditional ways to reach the customer service provider of a company. Many social media platforms are now being used readily to provide customer service to a brand. Traditionally an on-call service was used to provide customers with their required information and solve queries but now, this potential service is shifted to digital media means such as Facebook, Instagram, WhatsApp, Telegram, etc.
These social media platforms serve as an introduction to the business and allow customers to reach their service providers more easily. Having good social media customer service also helped to eliminate any long call waiting that led to customer dissatisfaction.
The hassle of business-customer communication is greatly resolved. After waiting in long queues customers used to abandon calls which led to customer dissatisfaction, but now with social media customer service, brands are connecting with their customers on a greater level. Here are some of the tips to help you master your social media customer service to enhance customer satisfaction:
1. Focus on Creating a Bond:
The first thing about dealing with your customers in the right way is to use good communication skills. If your customer support agents are calm, humble, and responsive, your customer will feel seen and heard. It is important for the customer to have an on-call-like experience off-call too and to make the magic happen, your brand can outsource customer service companies like E-call center.
E-call center takes good care of your customers by treating them like a family and indulging in their issues like their own. This helps the customer feel validated and is an easy channel for the business to function properly.
Companies can also form ties with customers by communicating with them in a courteous manner and informing them about the company’s brand. Previously, BPOs were solely focused on inbound/outbound call center tasks; however, social media platforms are increasingly assisting in the advancement of answering services.
2. Listening to Customers:
You cannot know about your company’s progress if you’re not collecting active criticism and comments from them. In order to provide good quality services, any company needs to listen closely to its users and customers.
Many call centers can enhance their customer service by using adequate social media strategies. Many businesses are now using customer services like E-call Center that are there to uplift their customers. Reading customers’ comments on social media platforms and keeping a digital log of your customer responses, will help to have a strategic approach towards tasks.
By being spontaneous and providing an on-time response, companies can uplift their customer’s experience and make a loyal connection with them.
3. Encourage Positivity:
By outsourcing your work to other companies, your brand will choose how they want their customers to be treated.
By using optimized techniques these external call centers are providing the same experience but with a greater satisfaction rate. With more hands to help, not only the company’s burden is reduced but its client’s response rate is also increased as there is little to no waiting time.
Moreover, don’t be afraid to publicly respond to criticism. Negative comments that are deleted may indicate that the company is unwilling to respond. As a result, respond favorably to such comments by resolving the situation. As a result, the organization establishes a positive reputation and creates the impression that it cares about its consumers’ concerns.
4. Advertisement Opportunity:
Using social media customer service is a two-in-one service, it helps to actively promote your brand along with providing good customer service. It aids in the low-cost promotion of corporate functions.
Previously, reaching out to distant audiences was a time-consuming and exhausting operation, since it required standard outbound call centre duties, in which agents called each lead/customer to advise them of a business update. Modern technology, on the other hand, has made it easier to reach out to more clients and gain their loyalty.
Call center companies like E-Call Center Services can now develop a consistent brand presence across all mediums, making it easier to reach far-flung customers. Companies can now simply inform their customers through social media, and there is no risk of time constraints because official insights reach the customer promptly even if they are in different time zones than you.
5. Prompt Responses:
Facebook has an algorithm and it shows right away the response rate of the company to their customers in the form of a percentage and what’s the response time for it. However, simply responding is not enough, it is important that companies have a meaningful conversation and 100% resolve their customer’s queries.
By using external services such as E-Call Center Services your brand will make sure that its customer service is available 24/7 to your valuable customers. It is also good to generate some pre-prepared templates for common FAQs that will ultimately help enhance customer satisfaction rates.
Making your social customer service hours of availability clear and informing customers when you’ll be offline will assist your brand to maintain its credibility. When business is busier than usual, instant responses ensure that you never miss a chance to answer your valued consumers.
