Customer Service on Social Media
Working in retail myself I’ve learned just how important customer service is. Customer service can be defined as “the assistance and advice provided by a company to those people who buy or use its products or services.” People can be really tough! People can be really nice! You really do see the best and, unfortunately, the worst of people in this field.
Personally, I’ve only ever handled customer service situations face to face, or over a phone call. I think it is so important to always be kind and remember these people are first and foremost asking for your help. Now, whether the customer chooses to be nice or the absolute WORST is always something you brace yourself for haha! I understand customer service can be positive and negative, and in this blog I think I’ll focus more on the negative since it seems to be the most common type of situation.
“The customer is always right, even when they are wrong.”The Golden Rule of Customer Service
I don’t know a ton about customer service over social media. If I have a problem with something, I usually go to the website for a live chat, or send an email. It just feels wrong and kind of weird to me to publicly announce your issue in the comments section of a random Instagram post. I can see how it would be useful for other people to see the comment and maybe add in with a similar situation to which the company can then address the common issue, buuut I wouldn’t do it personally. Microsoft says 75% of people aged 55 and over do not think social media is an “effective channel for customer service.” I’d have to agree!
I’m a big percentage girl. I love knowing statistics about different things so I’m going to add a few here to help put some numbers into perspective. According to Nextiva.com 33% of people aged 18-34 have used social media to get in touch with a company and 48% of people who do contact a company through social media expect a response within the first 24 hours. I know I’m always hoping for a fast response! In a world that is so fast paced and where you’re able to get toilet paper delivered from amazon same day, it can be easy to forget that there are real people on the other side of the chat or comment trying to help. I remember one time I was chatting with Apple customer service about an issue with my iPhone. We were waiting for an update to finish, and I asked the man helping me how he was! Sometimes it seems like their words are scripted so I thought I’d throw in a personal question to see what they did. He was so kind, and we actually ended up talking about his wife and kids! SO funny! He did a great job helping me and I appreciated the “personal” touch.
I watched a great video by Jordan Steen about examples of positive social media customer service. He even goes into how to build customer service over different channels. Here is the link! https://www.youtube.com/watch?v=6xI4TmPusS8
Jordans Customer Service Take aways!
- Speed of response
- It’s good to see the name of who you’re talking to
- Choosing the best of the different methods to respond via Facebook (chat box vs messenger)
- “A bot can only go so far”
- TWITTER – so easy for a quick problem
- Instagram story polls can help quickly round up information.
Another great video I found is by Sleeping Giant Media. https://www.youtube.com/watch?v=BXKAVOR_bn8
Danny from Sleeping Giant Media talks all about how to deal with complaints on social media. He sums it up into three main points.
- Quick Replies! He ties it in with Jordan’s advice about quick replies and even goes further to say “reply within the first hour of the comment.” Even just an acknowledgment is better than nothing.
- Create a “draft” message so you can be as quick as possible. Make sure it’s authentic and relevant! I know I always appreciate being seen as a human instead of a problem that needs that needs a generic response.
- “Make the response personal and public” – Take ownership for wrongdoings and focus on a solution for the customer. Turning the negative around into a possible solution (free coupons aren’t always the answer, but they sure do help!) shows that the company does care about you and want to make sure you experience their product or service to the best it can be.
After watching these videos and doing some research on social media customer service, I think I’ve realized the respect I have for people who choose to deal with complaints all day. I got some great tips for when I maybe take myself to the next level and start a business! I truly believe its most important to keep up your authenticity and treat everyone with kindness 🙂