There is no single doubt that social media is a very powerful tool that can be used to propel businesses to next level. It is great for engagements and acquisition and also acts as an ideal channel for customers to ask questions and seek clarifications while interacting with a brand. Research has shown that social media is the preferred customer service channel for people under 25. Nearly two thirds of the world’s shoppers message a business on social media with the intention of making a purchase. If your business is active on social media, then your support team needs to be prepared to handle all customer inquiries. Doing so will help in creating a more complete customer experience which helps in boosting your marketing and sales efforts over time.
Here are some of the sure ways you can use to train customer support teams on matters social media.
Create omni-channel support systems
If you adopt a new support channel, it can be a daunting experience for some customer service teams. Some of them will need to redesign their ticketing systems and will also need to train their reps on how to support customers using those channels. It is very important to have an omni-channel support system. With this type of system, all your service platforms will be linked together to support tickets. Doing so makes it easier to adopt new channels such as social media because reps can access what they need via shared inbox to keep track of all open cases.
Prioritize quick responses
83 percent of businesses expect businesses to respond to social media inquiries within the shortest time possible. Nearly half of these people expect to get a response within an hour. However, research has shown that 45 percent of brands take more than five days to respond to customer complaints with 49 percent of social media complaints never answered at all. Responding to customer issues presents a valuable opportunity for brands to stand out as they can respond to customer inquiries faster than their competitors.
Log previous support cases for future use
Support cases will always be valuable pieces of customer data. They give information about an individual customer experience and customer base as a whole. If a customer has a problem and it gets solved, then returns with the same problem in future, it helps to have their past support ticket on hand for reference. Having it will save both you and your team from having to undergo through the previous troubleshooting steps, which would add more friction to service experience.
It is always important that you ask meaningful questions. When you are supporting customers on social media, sometimes you need to do a little more work diagnosing a problem than you would do on phone or with email. That means you need to avoid asking customers for sensitive questions. You always need to stick to asking meaningful questions and seek information that can help you solve a problem. Remember that your customer are watching everything you do.