Hello Are you okay?
Here’s Iury with another tip for you, this time about service on social media! Let’s check the best practices you should put into action?
It is no longer news that many customers prefer service via social networks to talk to brands. Everyone wants practicality, and the consumer/company relationship has never been as close as it is now. This demands an urgent update in the way brands communicate on the Internet.
For this, it is necessary to consider whether the the way you lead the conversation is really ideal for your audience and the social network they are on. But there are some tips that will help you regardless of the situation. Check it out below!
How to do a good service on social media?
1. Be careful with time
One of the biggest advantages of good service on social media is the agile response time, so don’t take too long to respond to their consumers. If the message is a complaint, the delay will only increase the feeling of dissatisfaction with the brand.
Therefore, it is very important to have a team ready to perform this role in a short time, as we will discuss later.
2. Solve problems privately
Have you noticed that some companies call the angry consumer to chat in inbox? Some subjects don’t need to be discussed in the comments of a post, in plain sight.
Tip: 5 tips to deal with negative comments on the internet + Bonus E-book: how to make a Digital Marketing plan
Is it a defective product? A property with a very high price? An order that didn’t arrive? Align with your team what issues need to be discussed via private message. But one thing is for sure, always answer the comment before dealing with the matter in inbox. That way the person won’t feel ignored, and the other users will see your concern in solving the situation!
3. Adapt to the language of your audience
Is your brand young and cool? It’s weird to do the Good service on social networks formally, isn’t it? However, if your company is formal, there’s no point in trying to play “hipster” on social media (unless it’s part of a branding strategy).
In addition to adapt your language whatever the identity of your brand, use a language easy to understand and that leaves no doubt about the information given.
4. Prepare for crises
If your company is on social media, it’s good prepare a manual with all the possible crises that can happen (depending on your business segment), work out what measures will be taken and how customers will be responded to.
Tip: After all, why is customer retention cheaper than selling?
And no deleting negative comments, right? This diminishes your credibility. service via social networks. In order not to keep very offensive comments on your page, create a policy that explains that the brand will not accept this type of content, such as hate speech, for example. Only then will you be able to delete the comment or even block the user.
What are the benefits of using social media?
we talk about Good habits, but are you aware of the number of advantages in good service on social networks? For starters, according to the people who appear interested in your brand, you will be able to have a broader idea of the targeting for which your contents must be directed.
In addition customer satisfaction only increases! Solving a problem quickly used to be so difficult that social media support only encourages love for the company, which reinforces brand awareness.
To take advantage of the full potential that this new type of service provides, it is necessary to have professionals who do this work, as we mentioned earlier. The training of this team is important for streamline contact priority and transmit the company’s identity and friendliness to each consumer. You can hire or outsource through an agency that already has expertise in the subject.
Now that you understand more about how provide good service on social media, how about having access to more content like this? Just sign up for our newsletter!