So, what is social customer service and how can it benefit your business? While telephone calls were once the primary method of customer service, email and social media platforms have quickly replaced them. Social media is a great way to interact with customers on a real-time basis and is extremely cost-effective, particularly for simple queries. It is important to note, however, that social media is not a substitute for traditional channels. The more interactions that happen on these platforms, the more likely customers will be to leave negative feedback.
Social media offers a unique atmosphere for customers to be themselves, but businesses must still set the tone. While this can vary from platform to platform, it is important to keep in mind that there are some common elements that all successful social media help accounts should have. Using pre-made templates and a well-organized team can make the entire process run more smoothly. The best way to implement a social media support strategy is to build a social media customer support plan.
Creating a dedicated social customer support team is one way to filter out customer support-related queries that are coming from your primary social media channel. While it is not necessary, it is highly recommended for companies that have high social media engagement. One company that did this is My Patricia, which has 143k followers on Instagram. As a result, they have set up an additional support page on the social media site. A dedicated team will also be able to handle any questions that customers may have about the products or services they offer.