Mastering Social Media Customer Service: A Guide for Brands
your social channels are customer service powerhouses. Because let's face it, in today's world, your DMs are the new hotline. cue hotline bling
Why Social Media Customer Service Matters:
First things first: 67% of consumers have used social media for customer service issues. That's right, more than two-thirds of your customers expect you to be there, ready to solve their problems in a customized way, fit for their every need. Today, consumers simply expect more!
But here's the kicker - you run a whole-ass business! You got a million things to do and handling customer service inquires on social media can feel like trying to juggle while riding a unicycle. On fire. In a hurricane. That's where a well-equipped social media manager comes in.
So, you've hired a social media wizard. Great! Now, let's turn them into a customer service superhero with the ultimate FAQ kit. The FAQ Superhero Kit if you will.
Here's how:
Develop Your FAQ Arsenal
Create a comprehensive list of frequently asked questions about your products or services. You know what you get asked. Don’t expect someone outside of your organization to learn all your quirks. Just show them the skeletons in the closet to begin with and save everybody the headache! Think of it as your social media manager's utility belt - packed with all the tools they need to save the day. And make it possible for you to turn your phone on “Do Not Disturb.”
Craft Your Canned Responses
Now, don't just copy-paste your website FAQs. Tailor these responses to fit your brand's voice in a conversational way on social. Are you sassy? Professional? Quirky? Whatever your flavor, make sure your canned responses taste just right.
Train for Tone and Voice Consistency
Your social media manager needs to embody your brand. Train them to maintain your brand's tone and voice, whether they're handling a product query or an unhappy customer.
Prepare for the Unexpected
No FAQ list can cover everything. Prepare your social media manager to handle curveballs by providing guidelines on when to escalate issues and how to personalize responses.
Handling the Heat: Dealing with Unhappy Customers
Let's face it, not every customer is going to be singing your praises. Here's how to equip your social media manager to handle the tough stuff:
The HEAT Method
Hear them out: Let the customer vent without interruption.
Empathize: Show that you understand their frustration.
Apologize: Even if it's not your fault, apologize for their experience.
Take action: Provide a solution or escalate to someone who can.
Take it Offline
For complex issues, train your social media manager to move the conversation to a private channel. A simple "We're so sorry to hear about this. Could you DM us with more details so we can help?" works wonders to get the heat off of a post.
Follow Up
Always follow up after resolving an issue. A simple "How did we do?" can turn a negative experience into a positive one.
Remember, social media customer service isn't just about solving problems - it's about building relationships. With the right tools and training, your social media manager can turn your channels into customer service superstars.
At Beloved Social, we're all about taking the stress out of social media management. Need help turning your social channels into customer service champions? We've got your back. Let's chat about how we can make your social media work harder for your business, and you, well, less hard managing this stuff.
Now, stop scrolling and get back to business.