Providing customer support through social networks is a common way to build trust and promote a company’s commitment to their customers.
If you’re active on Twitter or Facebook already you’ve probably had at least one person post a question on your wall or tweet you for help.
Almost every day we see tweets from people about their frustration with contact centre wait times or confusion with plans and services they receive from a company. Leaving those tweets unanswered makes the customer feel ignored and unloved.
Being on top of tweets for help can provide a huge boost for your business as many other people will see your response, actions and customer engagement. It’s a good look.
I’ve talked many times about setting up search feeds for relevant key words and phrases around your business, brands, products, people and these should include any phrases people might use to complain or ask questions about you.
In my experience email notifications are by far the simplest way to receive updates and alerts for brand mentions, tweets and DM’s and of course when people post or mention you on Facebook. Listening is mission critical, even if you’re not that active on Twitter having these simple search and notification systems set up will really help you stay on top of the game.
If you have a contact centre or helpdesk you might like to look at Zendesk which is a SaaS helpdesk and customer engagement portal. Zendesk listens to Twitter and creates helpdesk tickets of those important tweets so your staff can quickly reply or move the conversation to email or the phone.
Of course you can’t be listening ALL the time so some good advice is to add your office hours to your Twitter background, your contact numbers and email addresses for support and even expected response times. If someone has a problem or an issue dealing which your business or products you need to reply as fast as possible. The last thing you want to see is a tweet from your competitor offering a faster solution, pulling the rug out from under your feet. Being quick on the draw can be the difference between keeping or losing business, I’ve seen it happen many times.
Always acknowledge a support tweet or Facebook post publicly and then decide whether to stay with @replies, move to Direct Messages or ask them to call or email you directly. The more personal you make the experience the better it will be.
Set up your searches, make sure you’re listening and paying attention. Have internal processes documented, make them apart of your staff training and incorporate tweets and Facebook posts in your SLA’s (Service Level Agreements). Be committed to treating social networks like any other communication channel customers can use to talk to your business.