Social networks are of great importance to businesses today, as that’s where customers spend time and want to receive information. Do you know the best practices for social customer care?
Being found on social platforms and, above all, responding quickly and comprehensively, earns critical points with customers.
Customer management has indeed changed. It is no longer limited to a few practices at the time of purchase, but concerns requests and assistance before, during and after the purchase. If the customer is satisfied with the assistance received, he or she will likely become a repeat customer and may well introduce the brand to other consumers.
There is no better advertisement!
But what are the tools and solutions that help you manage customer service on social networks?
To create a social customer care service that works, you need to understand social media and exploit its full potential. In addition to the strategy and the organizational aspect, there are also best practices for social customer care that you ought to implement in order to avoid being overtaken by the competition.
Modern consumers no longer use the phone to receive information, but want to obtain this online.
A social media customer service involves assistance through social networks, from Facebook to Instagram to Twitter.
Today, every single company should be present on social networks. To find out why, it is enough to consider that:
Companies need to be found in the right place and at the right time by customers. That place is on social networks. But it’s not enough to be there. You also need to ensure a great experience and solve customer problems with prompt assistance.
In this article, we will look at the 7 rules to follow to provide great customer service through social networks.
The web, and increasingly social networks, are the preferred channels for users. Consumers flock to Facebook, Twitter, Instagram or Pinterest looking for products or services and want to find answers to their questions without changing platforms.
Here’s what you need to consider before landing on social:
Social networks are an opportunity, so be sure not to turn them into a disadvantage! Bad experiences, in fact, become excellent material to share on social spaces as a warning to others not to fall into the error of relying on a company unable to assist its customers.
Companies such as Amazon or Booking have invested a great deal in customer care services. These large companies have understood that it is the customer who is at the center of everything, being the only one who guarantees the success of the brand.
In particular, Amazon has built a customer experience tailored to every customer. For each user, the company has a sort of card with all the data on this person, which allows for sorting results based on searches, suggesting other related products and building purchase packages on the basis of previous expenses.
In this way, in addition to improving the customer experience, the volume of sales is increased.
Other innovations introduced by Amazon include:
The interest of users must be continuously stimulated and the shopping experience must be gratifying and satisfying at 360°.
In conclusion, whatever the point of contact with the customer, it is essential that the customer care service is always excellent. In this way, you will increase the possibility that a satisfied customer turns into a recurring customer and even a real ambassador.
Each company must design a personalized strategy and have staff suitably trained and prepared to better manage the service and provide adequate and structured answers.
We at We Are Fiber have implemented and optimized such performing solutions over time, catering for every need when it comes to social customer care.
If you have not yet implemented a support service, or if you want to improve what you currently have, request a free consultation now!
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