Customer service plays an important role in any business, and social media is no exception — with live chat, inbox management, automated responses, and more. It’s not just about giving your customers quick answers to their questions; it’s about creating a great experience for them. If done correctly, good customer service through social media can help any business to build long-lasting relationships with its customers and strengthen engagement. In this blog post, Zorayr Manukyan goes over some of the key steps you can take as a business owner or manager to deliver better social media customer service – so let’s get started!
Zorayr Manukyan Lists Steps To Deliver Better Social Media Customer Service
1. Listen and Monitor: According to Zorayr Manukyan, the first step to providing great customer service on social media is to listen and monitor conversations about your brand. It’s important to pay attention to what’s being said about your business online, so you can respond in real-time when needed. Use tools like Hootsuite or Social Mention to keep track of conversations going on around your company, product, or services. This will help ensure that no comments go unnoticed and are answered correctly.
2. Establish a Response Process: Creating a response process for your team can make it much easier to handle customer service issues in an efficient manner. This means providing guidelines on how long the response should take, addressing customers by name, introducing yourself if necessary, and always following up when needed. By putting a process in place, you can ensure that customers are being answered promptly and correctly.
3. Use the Right Tone: Social media is all about communication, so it’s important to use the right tone when interacting with customers online. This means being friendly, polite, and helpful at all times, no matter how difficult or challenging the situation is. Be sure to also thank customers for their feedback whenever appropriate, as this will help build loyalty and trust with your brand over time.
4. Measure Performance: While delivering great customer service on social media is important, as per Zorayr Manukyan, it’s equally important to measure performance metrics against other channels like phone support or email support in order to track how your team is doing. Doing this will give you insight into what areas need improvement, as well as which processes are working the best.
Studies show that customers who engage in social media are five times more likely to stay loyal to their brand than those who don’t (source). Additionally, nearly 60% of customers say they expect a response within an hour when reaching out for support on social media (source). And finally, research shows that over 90% of people want companies to respond promptly and politely when engaging with them on social media (source).
For example, Apple Inc., one of the world’s leading technology companies, has an exemplary customer service system based on social media interactions. It has multiple Twitter accounts dedicated just to customer service, allowing users to get help with their products quickly and efficiently. The company also offers a 24/7 live chat service that users can access directly from their website. By providing these resources, Apple has set the standard for great customer service on social media.
Zorayr Manukyan’s Concluding Thoughts
By following these steps that Zorayr Manukyan highlights here and leveraging the right tools, companies can develop efficient processes for taking care of customers in an effective manner on social media channels. Listening and monitoring conversations, establishing a response process, using the right tone, and measuring performance will all contribute to delivering better customer service experiences over time. With this approach, organizations can ensure that their customers receive timely responses from knowledgeable staff members that are helpful, polite, and friendly at all times.