Peter DeCaprio: How to Improve Customer Service Through Social Media - Our Top 10 Tips
Social media has completely changed the way brands speak to consumers. Gone are the days when customer service reps would answer your questions over the phone with monotone robotic voice - now, you can get in touch with brands through different social media channels and expect an instant replay due to huge demand for customer engagement.
But how do brands go about delivering this type of service consistently? We've created our top 10 tips for improving customer service through social media so you can deliver a fast, quality response every time!
#1: Monitor Your Channels or Lose Out
Even if you only use one social channel to engage with your customers, it is very important that air monitoring tools are used to check up on any mentions of your brand online. This will allow you to deal with complaints as soon as possible, show other customers the level of service you offer by responding quickly and ensure there is an understanding throughout your company of what is ok to publish on your channels.
According to Peter DeCaprio, It's always best to set up alerts for certain keywords or phrases that are relevant to your business (eg: key product names) so that any mention can be instantly picked up and responded too. Remember - it's better not to reply than give a poor response!
You should also monitor social channels for feedback about your competitors; this will provide valuable insight into how they interact with consumers which could help you determine their weaknesses so you can stand out from the crowd even more!
#2: Engage With Your Audience
Using the language your customers would use will make it easier for them to engage with you. Some brands like using slang or words that are specific to their demographics, while others use industry-specific language depending on the target market they're trying to reach - but this doesn't always work! You need to remember that not everyone is familiar with certain phrases or know what your competitors actually do, so thus creating confusion and decreasing engagement rates.
#3: Keep It Short & Sweet
Social media should be used as an opportunity for engagement, but this doesn't mean long winded rants about why you're better than other brands or how much hard work your employees put in should be posted online. Your followers don't want to hear sob stories about why your product is #1 and how much you worked to make it perfect; the aim is to create a connection with your audience and build trust - not lose their interest.
#4: Don't Get Personal
Everyone wants an answer that will solve their problem or question, but constantly responding in a rude tone that shows little empathy for your customer does not result in favourable feelings toward your brand. Consistency is key when it comes to dealing with consumer enquiries via social media so try to avoid becoming frustrated or aggressive as this could lead to:
- A bad reputation on review sites such as Trustpilot and Feefo
- Consumer complaints on review sites such as Trustpilot and Feefo
- Negative reviews review sites such as Trustpilot and Feefo
This will ruin all your hard work in a few simple keystrokes so keep your cool, even when you receive the most ridiculous enquiries! This includes not only complaining about prices - always remain polite when explaining why certain items are priced as they are to avoid social media riots.
#5: Keep All Enquiries Private
The golden rule is that if a customer posts something on social media that isn't suitable for all ages or brands, don't share it! Doing this will either offend other followers who may be seeing the post later on down the line or suggest to them that their own content won't be treated with respect.
It's also important to remember that a public response doesn't necessarily mean anyone will actually see it - don't feel pressured to constantly respond online if you haven't actually got the time or your response won't benefit anyone. When in doubt, just ask your customer how they would like you to deal with their inquiry.
#6: Get Personal Sometimes
Email isn't always enough when it comes to keeping in touch with customers! Use social media as an opportunity to post pictures of staff parties/events that reveal the fun side of working at your company and find ways to humanize your operation so consumers can feel connected on a more personal level. People buy from people after all, so use this point to stand out from competitors who may not take this approach!
#7: Don't be shy, tell us what you think!
You can also use social media to get feedback from your customers about your brand, this will not only give you insight into areas of improvement but it will also help increase engagement rates between customer and consumer.
It's important to ensure that the content you're sharing is appropriate for all age groups though or else it might come across as spam - just remember that less is more when it comes down to word length! The aim should be to provide value to other Twitter users; keep any links short and sweet so they don't become annoyed at having to follow too many steps before reaching the desired information.
#8: Don't Spam
There are some brands who constantly post links on social media because they feel like they should in order to bring in more business. This actually has the opposite effect when it comes to real-time marketing as few people want to be spammed when trying to engage with their friends and family on social media. It's important that businesses who do this are keeping up-to-date with trends; if Twitter users seem frustrated by constant links, try sharing content that is more relevant to their interests or just interact with them instead!
#9: Use Exclusivity
Everyone loves being unique so if you have an exclusive offer that only a limited number of people can take advantage of, don't keep it all to yourself - spread the word via your social media accounts! This will increase brand awareness while also engaging existing followers. If you can get consumers involved in exclusive deals, they'll be more likely to share posts with their online friends which in turn will increase your reach.
#10: Use Hashtags
Perhaps one of the most useful marketing tools on social media is hashtags - they're an easy way to get information about certain events trending around the world and are also a great way to get involved. If you have a particularly catchy phrase that you feel could trend if enough people are behind it, don't be afraid to use hashtag marketing!
Customer service is always going to be an important part of selling a product and the days of anonymous customer service telephone lines are (thankfully) over. As per Peter DeCaprio, social media has made it easier than ever for customers to express their unhappiness with a brand which is why it's so important that businesses understand how they can improve their outreach by using this technology effectively.
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