In a world that never switches off, clients talk to companies at any time and by any means. And companies must be ready to answer. Managing customer service in the social media era is not easy. You have to always to be online, checking your accounts and answering tons of messages coming from different channels.
People that reach you through social networks expect you to respond immediately to their requests, and if you don’t do it, they have the means to make you regret not having responded immediately. If you don’t want wall posts on Facebook or tweets that say “I sent you a message yesterday, why haven’t you responded yet?,” you better check your social accounts very often and be always ready to communicate with your customers.
Bringing Speed and Quality to Customer Service
Some companies are hesitant to speed up customer service because they think that they may have to sacrifice service quality. But this is not necessary. First thing, you need to find a tool to help you manage all the messages coming from different channels. This way, you will only have to check just one platform that collects all the requests and answer to your clients with a simple click.
Then you need to train your employees and make sure that they are qualified to speak for of you and your company. How many epic social media fails have we seen? In most cases, the blame lies with those who deal with communicating with customers but are not prepared to do that.
People usually ask the same things, so you can use automated processes to speed up operations that don’t need personalized interactions. You can also give your customers an F.A.Q. page or a knowledge base for customer self-service.
Author: Nunzia Falco Simeone – Marketing Manager at Deskero