Today, we live in an age where everything is turning into digital. Connections that were done through letters are now done via text messaging, emails, chats, and the like. The hours of agony while waiting for a reply has now decreased significantly because "instant" doesn't only exist in noodles, but also our connections with others and devices as well.
Now that we are in a digital age, there are social media platforms that can be used by businesses to interact with their target market and provide customer service. However, this is one of the overlooked sections of the customer experience. When you are able to provide top-notch customer service, people remember it. So make sure to exert effort in every interaction you have with a customer. And here are tips on how to provide quality customer service in the social channels.
You can't be seen if you're not at the same place as your target market. The same goes for which social media platform you will be active on. First, you should know your target market. You need to understand them in order to create a customer journey map and start the marketing campaigns. Once you have figured out which social media platform they are active on, you can now invest your time to make the business visible to them.
Create a business profile on those social media platforms and include relevant information, such as business name, logo, contact information, and website link. If you have certain business times, don't forget to include that.
Conduct Social Media Monitoring
Posting relevant information, news, questions, and events are not the only things that you do with social media. You can also follow your mentions for you to engage more with customers. This is where social media monitoring comes in. It is important to monitor your tagged and untagged mentions on social media for you to know what people are saying about you.
Use these messages to engage with your customers, respond to negative feedback and provide an open ear and answers to requests and questions. However, in responding, you should be fast and reliable. If you leave a comment left for a day, it can damage your image, and customers may think that you don't care about them.
Always Have Patience
This is a must wherever you are. There are different types of customers that will come knocking at your door, so better treat every single one with patience and care. You should have an open ear and mind for you to understand where they are coming from.
Don't skip the negative ones. You should read every single one and respond in a calm, nice manner. Always think that they are invested in the business and what they expect is an immediate response and solutions.
Always Go the Extra Mile
This is the secret ingredient to a successful and wonderful customer service. In everything you do, always go the extra mile. Customers love an understanding and responsible customer service agent to talk to. You can also provide freebies for loyal customers since you care about them.
Always make an effort to make customers happy. Remember, a customer has the power to refer you to others or destroy your image to others.
Customer service is one of the interactions made in a customer experience. And making one memorable for customers is that you will need to provide the best. For small businesses that are in need of a cost-effective solution to providing customer service, contact centre outsourcing is the answer since these agents are trained to do the best at what they do.
Publish Date: August 16, 2017 5:00 AM
Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
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