1. Listen and monitor:
Social media provides a space for people to share their thoughts about everything, including your events, services, or products. Use listening tools such as Sprout Social to learn what your customers like and what they would change.
2. Provide timely replies
If what you are hearing requires a response, do so in a reasonable amount of time. I've seen non-profits leave a tweet or Facebook post unanswered for days. By the time they respond, the negative views have already solidified in the customer's mind.
3. Triage issues to get accurate answers:
As a social media manager, you are expected to know a little bit about everything that your organization does, but use your coworkers to ensure accuracy. When a customer asks a question via social media, email the content directly to the person in charge of the subject matter
4. Note, follow, and tag complaining customers:
No matter how thrifty your organization, you should be using a CRM (constituent relationship management) system. When you have a costumer service interaction with one of your constituents, make sure that you note and track the interactions. Having a record of interactions allows for better customer service.
5. Move conversations offline
I firmly believe in taking steps to ensure that every customer service issue is handled, but it doesn't need to be resolved through social media. In fact, doing so can be harmful to your brand. Instead of making the conversation more visible, ask for a customer's email address to continue the conversation through that channel Then provide top notch customer service. If you do, sometimes the customer will use social media to thank you.
For the other five best practices for using social media as a customer service tool, join me on Thursday at 7pm EST on HigherEdLive.com.
For the other five best practices for using social media as a customer service tool, join me on Thursday at 7pm EST on HigherEdLive.com.
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