You’ve spent time developing your brand on social media, creating content but how do you know you’re connecting with your audience? On social media, your fans can instantly give invaluable feedback, and you can resolve problems. Your social media presence is the public face of your brand and everyone is watching. When responding and providing customer service, here are two tips not to forget:
1. Stay On The Platform
Respond within twenty-four hours. Regardless of negative or positive, you want to address their feedback. One of the worst responses you can have to a question or complaint is to immediately direct the customer to an email submission form. Examples of this response include, “Please visit our website and your ticket will be submitted” or “Please email customer support with your complaint.” Create a system of response that furthers brand loyalty and respect. Stay calm, be direct and answer the question or concern with compassion and a willingness to listen.
2. Customer Service Responses
Rejoice that your customer wants to talk to you directly on social media because they want to engage with you.
When your fans comment on a positive post, you should at least “like” the post. If you take it a step further and leave a comment, not only will that fan notice but others will too. If you have a negative comment, there are many ways to handle it, but typically responding in public if possible is best. You show the community your human side.
Best practice for a positive comment on Twitter is to “like”, retweet and respond directly to the fan. For a negative mention then follow the individual and engage with them. If you need to work with them privately then ask them to privately message you with their contact information. This will protect their privacy and further demonstrate your commitment to work with them.
After creating and sharing content it is wonderful to see fans “like” and comment even if it’s an emoji! It’s valuable to return to the post and like each comment that you have received. If you are receiving spam comments then remove, block and report because it looks sloppy to other fans. For negative comments follow them back, either don’t “like”, hide if spam but respond in a direct manner and ask them to directly message you.
Contact us today to see how we can help to revolutionize your social media presence.