Using social media for customer service is a great alternative if you don't agree to the idea of hiring a call center. Why is this so? Because a large percentage of the online population are using one or two of these channels all the time. In fact, there is a very large chance that your business leads are using LinkedIn, your sales leads are using Twitter, and both of them are using Facebook.
Let's take Facebook, for example. Its comments box is an ideal feature for it to be used as a customer service tool. On the other hand, Twitter hashtags offer a unique tagging system for discussions.
Benefits of using social media for customer service:
• Instead of hiring a call center for telephone support, your social media marketing team will be the ones performing this function. This will allow you to save more on expenses, and be able to make the most of your social media marketing team.
• Your social media page will become an important part of your online presence, and will no longer be an "excess appendage" that you have to constantly update for the sheer purpose of keeping it active. If your fan page has a concrete function such as customer service, then there will no longer be any debate about whether the resources spent on social media channels are indeed wise investments.
• Most customers shy away from making a call when they need help, want to give appreciation, or share an opinion. Instead, they would rather send an email, text, or chat. If you make it known that your fan page functions as your customer service and you can be reached with a simple comment, then you will have a higher chance of engaging your customers online.
• For customers, waiting to talk to a customer service representative or being put on hold is extremely frustrating, especially when they have other important things to do. By simply leaving a comment on your fan page, they can rest assured that their problems have already been received and all they have to do is wait for the response. They would also see how many questions have been answered before you get to their questions, which eases their stress a little knowing that things are "actually moving" on your end.
• One more thing about why using social media for customer service is that you'll have better control over your social media reputation. You will be able to monitor all comments posted on your page. And when any comment is posted, whether it is a question, clarification, opinion or even a complaint, you will be able to respond straight away.
How to use social media for customer service:
• Don't force your fan page visitors to go to your website just so they can get an answer for their query when you are online anyway. Give a solution to their problem right then and there.
• If you need to send them to your website, point them to the exact page or give them a direct link to where they can find the solution. Don't say something like: "check our website to answer your problem." Rather say it like this: "Here is a link to a previous discussion that answers your question."
• You will need to have your people constantly monitoring your fan page or social media channel so that all questions are answered as quickly as possible.
By giving it a significant purpose, your social media fan pages can be more than a simple accessory to your website. It’s all a matter of correct implementation and dedication on your part.
Let's take Facebook, for example. Its comments box is an ideal feature for it to be used as a customer service tool. On the other hand, Twitter hashtags offer a unique tagging system for discussions.
Benefits of using social media for customer service:
• Instead of hiring a call center for telephone support, your social media marketing team will be the ones performing this function. This will allow you to save more on expenses, and be able to make the most of your social media marketing team.
• Your social media page will become an important part of your online presence, and will no longer be an "excess appendage" that you have to constantly update for the sheer purpose of keeping it active. If your fan page has a concrete function such as customer service, then there will no longer be any debate about whether the resources spent on social media channels are indeed wise investments.
• Most customers shy away from making a call when they need help, want to give appreciation, or share an opinion. Instead, they would rather send an email, text, or chat. If you make it known that your fan page functions as your customer service and you can be reached with a simple comment, then you will have a higher chance of engaging your customers online.
• For customers, waiting to talk to a customer service representative or being put on hold is extremely frustrating, especially when they have other important things to do. By simply leaving a comment on your fan page, they can rest assured that their problems have already been received and all they have to do is wait for the response. They would also see how many questions have been answered before you get to their questions, which eases their stress a little knowing that things are "actually moving" on your end.
• One more thing about why using social media for customer service is that you'll have better control over your social media reputation. You will be able to monitor all comments posted on your page. And when any comment is posted, whether it is a question, clarification, opinion or even a complaint, you will be able to respond straight away.
How to use social media for customer service:
• Don't force your fan page visitors to go to your website just so they can get an answer for their query when you are online anyway. Give a solution to their problem right then and there.
• If you need to send them to your website, point them to the exact page or give them a direct link to where they can find the solution. Don't say something like: "check our website to answer your problem." Rather say it like this: "Here is a link to a previous discussion that answers your question."
• You will need to have your people constantly monitoring your fan page or social media channel so that all questions are answered as quickly as possible.
By giving it a significant purpose, your social media fan pages can be more than a simple accessory to your website. It’s all a matter of correct implementation and dedication on your part.