Frequently asked questions about social media customer service
It's essential to have a strategy to assist customers better on social media. From hiring a dedicated team to segmenting the different social channels, here's what you can do to strengthen yoursocial media customer service strategy.
Should you hire a dedicated team for managing social media support?
Hiring a dedicated team depends on the size of your customer base and your team’s strength.
Having a dedicated team handle social media support is an added advantage for companies who have a large customer base, and want to provide a more personalized approach tocustomer interactions.
The social team can deal exclusively with conversations on channels like Twitter and Facebook, and ensure they’re in sync with the required language and tone.
However, small businesses with lean teams that assist relatively fewer customers can manage support on social media without a dedicated team. To improve accountability and maintain brand personality, you could dedicate one or more customer service reps to handle social media support.
Do you have to segment different social platforms?
Different social channels have different etiquette and nuances that support agents should be aware of and able to adapt to. Keeping ground rules in mind, agents can focus on delivering relevant and concise replies according to the medium.
Twitter, for example, does not support tweet responses that are longer than 280 characters. On the other hand, LinkedIn is hardly used for customer support but provides an excellent opportunity to respond to influencers and partners who want to be associated with your brand.
However segmenting different social media platforms can lead to breaks in customer experience. A customer who reached out on Twitter and Facebook about the same issue might receive two responses from two agents. To avoid confusion and duplication of effort, it’s best to use ahelp desk softwarethat enables you to respond to customer queries across all platforms from a single screen. You can use help desk automations to automatically tag and assign conversations based on the platform for a more streamlined experience.
你应该使用一个单独的工具来管理社会吗media customer service?
If you’re offering customer service only on social media channels, then using a separate tool for customer service is advisable.
However, if you’re offering support on multiple channels, including email, phone, and live chat, then stick to a help desk that can aggregate conversations across all channels.
By using a customer service software like Freshdesk, your team can handle social media channels from a unified location. Customer inquiries from Twitter and Facebook are converted into tickets, making it easy for agents to respond to them quickly. Freshdesk even has intelligent AI-powered features that can scan through your Twitter feed and filter queries that need your attention the most.