Tips on social media customer care

Tips on social media customer care

Here is how you can use social media to improve customer relations:

1-Straight your priorities

Pick your platform

You should focus on providing CRM to followers on the platform which you have the most following there.

  • Survey customers to see where they would want to interact the most.
  • Find out on which platform would an unanswered negative comment have the most impact.

You should conduct a competitive audit in your niche to create a CRM strategy for your brand.

Create a query network

You should consider multiple factors while ranking your response time:

  • Their score

Are they an influencer?

  • Social following

How many people will see their comment?

  • Negative comments

Try to flag @mentions as positive, negative or neutral.

2-Listen to your audience

Create a social media listening dashboard with related sites and transition to a social media service platform.

3-Respond

  • 1% of customers say social media provides the best customer experience for them.
  • 29% of customers receive a response while voicing a complaint on
  • 49% of customers do not have a positive reaction to the responses they receive.

What should I do?

  • Respond right away
  • Follow them
  • Reply to their posts or tweets.
  • Don’t pass the problem on
  • Ask for their contact information via private message
  • Tell them you have contacted customer service on their behalf
  • Follow up with them as soon as the action has been taken
  • Give them a timeframe for resolution.

Publicly announces

  • Don’t let your last response be a promise to fix the issue, send them feedback
  • Leave a reply or comment after solving the problem
  • Ask them if you can help them with anything else
  • Offer coupons or discounts to please unhappy customers. ( this can boost your customer satisfaction.

Don’t just rely on social media

Emphasize social media as a supplement to traditional customer service, not as an alternative.

Make sure to provide contact information to customer service representatives as much as you can.

4-Measure the effects

Here is a crucial metric for gauging CRM effectiveness

  • Percentage of messages that receive a response
  • Average response time per message
  • Average troubleshooting time
  • Percentage of queries managed by social channel
  • Changes in customer satisfaction

TIPS ON SOCIAL MEDIA CUSTOMER CARE

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Tips on social media customer care
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Tips on social media customer care
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Here is how you can use social media to improve customer relations:
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