Social media is becoming one of the fastest growing channels for customer service. In fact, the adoption of social customer care programs has increased more than fivefold since 2010, with 62% of companies having adopted a social customer service program in 2015 (Aberdeen Group). Although social customer care is becoming so widespread, many organizations still only have a small number of agents dedicated to handling the massive influxes of incoming messages. While this may seem overwhelming, small teams fortunately aren’t facing an impossible task; they can in fact handle these volumes and scale accordingly.

With a carefully thought-out strategy and the right technology in place, small teams can easily take on a workload similar to that of their much larger counterparts. By putting the right process in place and serving customers more quickly and efficiently, these teams can double, triple or even quadruple the number of conversations they are able to manage. If a company invests in their small social customer care team, both on the agent and technology sides, a tiny team can be set up for huge success.

So whether your customer service team is just getting started in the social space, or whether it has been in the scene for many years, we’ve put together 15 best practices you can implement to win at social customer care.

Social Customer Care Tips 1-15

Tip #1:

Social Customer Care Tips: Clearly display your business hours. Click To Tweet

Tip #2:

Social Customer Care Tips: Enable sound notifications Click To Tweet

Tip #3:

Social Customer Care Tips: Centralize your go-to resources Click To Tweet

Tip #4:

Social Customer Care Tips: Get into a cadence Click To Tweet

Tip #5:

Social Customer Care Tips: Keep it consistent Click To Tweet

Tip #6:

Social Customer Care Tips: Resolve issues where they are Click To Tweet

Tip #7:

Social Customer Care Tips: Document your work Click To Tweet

Tip #8:

Social Customer Care Tips: Automate all things Click To Tweet

Tip #9:

Social Customer Care Tips: Stay focused, filter out spam Click To Tweet

Tip #10:

Social Customer Care Tips: Be methodical with a first-in-first-out approach Click To Tweet

Tip #11:

Social Customer Care Tips: Prioritize urgent conversations Click To Tweet

Tip #12:

Social Customer Care Tips: Label VIPs for priority support Click To Tweet

Tip #13:

Social Customer Care Tips: In order to scale, do things that scale Click To Tweet

Tip #14:

Social Customer Care Tips: Turn insights into action Click To Tweet

Tip #15:

Social Customer Care Tips: Integrate with other platforms and CRMs Click To Tweet

Now that your team is equipped with these social customer care best practices (as well as ways to go above and beyond), take some time to implement them! Want to learn how technology can help your tiny team scale? Check this out. Want to see it in action? Even better!

Source: http://www.sparkcentral.com/blog/15-tips-small-social-customer-care-teams/