Social Media & Customer Service

It’s 2016 which means your business is on social media – whether it’s Facebook, Google+, Twitter or some other social media network. We know you’re investing time and money engaging with your current and potential customers. But have you made the same level of investment into providing a person or company who is solely dedicated to customer service on social media?

Many brands, despite having a presence on social channels aren’t investing time and resources into great customer service on these platforms.

“A report by NM Incite into the ‘State of Social Customer Service’ found that although nearly 1 in 3 social media users prefer to reach out to a brand via social channels instead of over the phone, only 36% of users with a customer service inquiry reported having it solved quickly and effectively. 14% of users reported the company engaging quickly but failing to solve their issue, and 10% never received a response at all.”

The fact is, if brands are on social media, users are going to want to reach out to you & receive an effective response.  They are expecting your business to provide a timely and helpful answer to their questions and concerns.  Failing to provide a good response or even engage with them in conversation is the most costly thing that can happen!

Sure, you may be nervous about having to manage this level of investment, but it’s worth it! And you don’t have to go at it alone. Upright Communications is dedicated to providing our clients who are on social media with the best level of service when it comes to their business’ customer service.

What are some ways that you can better manage your customer service on social media? Here are a couple easy-to-follow suggestions:

• Increase your response rate time – research commissioned by Lithium Technologies in 2013 found that 53% of people who tweet at a brand expect a response within the hour. This figure shoots up to 72% when people have a complaint to make. Download apps on your phone that alert you when anything is happening on your social media account.
• Make a good impression – Whether you’re getting positive or negative feedback, always remember to respond as though someone is watching – because people are watching what you say. Be helpful, be honest, be concerned, be appreciative!

According to data gathered by Zendesk, 40% of customers began purchasing from a competitor brand based on its reputation for great customer service, while 85% were willing to pay up to 25% more to ensure a superior customer service experience.

• Ask them for feedback – Social media can be a GREAT way to hear from your customers… and they have REALLY good ideas. Savvy brands have also found ways to turn customer feedback on social media into an opportunity to upsell products. This makes customers feel like they are heard and that the brand values their feedback.

When all else fails, contact us for help! We’ve got you covered.