Best Practices for Social Media Customer Service

While perfecting social media marketing is no easy feat, the ideal approach is surprisingly straightforward: simply follow these seven guidelines.

Select the Most Appropriate Social Media Sites for Your Business

The difficulty with listening to other people’s suggestions on which platform is “better” is that those people might be completely incorrect.

What works well for one company may be absolutely worthless for yours. The most crucial factor is proximity to potential buyers. And if you’re not sure, it’s smart to inquire. You may get the answers you need with a simple one-question survey sent through email using a free tool like Type form or Google Forms. As a result of visiting your clients in their chosen location, you can provide them with network-native assistance.

It’s possible that the places your consumers frequent might come as a surprise to you. Don’t assume that your audience is also on Twitter or Facebook simply because you utilize those platforms the most.

Keep an Eye on Social Media Mention

Even while it would be appealing to keep an eye on social media all day, doing so isn’t necessary to detect when your clients want assistance. Some extremely helpful technologies now exist that can inform you whenever your name is referenced online.

Monitoring when and when your product is discussed might help you better serve your consumers. They work well for advertising, but they’re also crucial for helping out with support issues.

Next, we leverage the Groove Twitter and Facebook connectors to get social media mentions directly in our help desk, where we can then build support tickets from social mentions and answer straight from the app.

Hunt for Less Obvious References

Don’t suppose your clientele is already familiar with your Twitter username. Research reveals that just 3% of brand mentions include a Twitter account; the rest simply utilize the business or product name.

Similarly, you can’t just trust that people are correctly spelling the name of your business or product. Frequently check for your product or company name, as well as misspelled versions, to capture those who are having problems finding you (some programs, like HootSuite, can automatically update your feed with fresh search results).

The Role of Tempo in Social Support

Whereas in-person, over-the-phone, or email help are all valuable, quickness is of the essence on social media.

According to data compiled by The Social Habit, 32% of social media customers want a response within 30 minutes, and 42% expect one within 60 minutes after making contact with a business. Because social media is based on real-time updates, users have different expectations than those they would have for a medium like an email, where a response time of 24 hours would be considered reasonable.

However, try to reply as promptly as possible on social media.

Use an Appropriate Voice Inflection

When providing assistance to customers, the tone of your voice is crucial. This may be especially tough on social media sites where characters are at a premium, such as Twitter, where it’s important to convey your intended meaning clearly. The greatest method to hit the proper tone is to tailor your delivery to each individual consumer.

You may train yourself to recognize these signals in any social media post: How comfortable are you with the customer’s usage of slang, emoticons, and other non-standard punctuation? (You’re free to return the favor now.) Is there any indication that the consumer is not a native speaker of your language? (Slang and other subtleties need extra caution here.)

Do I hear a frustrated customer? (Increase your level of sympathy and strike a tone that is understanding, remorseful, and comforting.) JetBlue is one firm that succeeds well at this. Their Twitter account will tell you a lot about their tone. Take note of how they vary their tone depending on who is speaking with them.

Whenever possible, it’s best to do business in private. Best Practices

It’s crucial to have an ear to the ground and engage with clients on social media, but not all problems can be handled in this way. In certain cases, you may not be able to provide the detailed response that is required due to the constraints of the chosen media. Sometimes, you’ll require information from your customers that is too private to share publicly.

When this occurs, it is acceptable to move the conversation to another medium, such as email or the phone. Three-sevenths of respondents to a survey regarding customer frustrations cited “being handed around” as a major cause of irritation. The process of being transferred from one agent to another or from one channel to another. Telling a consumer they must contact you through phone or electronic mail because they need assistance is not enough; it comes out as nasty, aggressive, and entirely devoid of empathy (the most important customer service skill).

Use the same friendly, helpful tone you would with any other customer to reassure them that they are important to you and that you are not just passing them off but will be working to resolve the issue as soon as possible. When a client is being asked to put in extra effort to remedy a problem, it is very crucial to strike the right tone and show some compassion.

Make things simpler by drawing on your prior experience.

The use of a knowledge base in customer service has several advantages.

Reduce the number of help desk tickets, improve response times, and delight consumers as a result.

The vast majority of your clientele also desires to use its utilization.

Support provided through social media may also benefit from a comprehensive knowledge base.

You may save time and make things simpler for your clients by providing them with links to relevant items in your knowledge base. Social media is not the best medium for conveying complex instructions to others; instead, you may provide them access to comprehensive, user-friendly tutorials.


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