Social Media is the new customer care, and this isn't about to change!
Having both a background in customer service and social media marketing, this is something I introduce to everyone I work with, and there is a reason for that.
The world is changing, and so are expectations, ways of communications and ways to deliver a stellar customer experience! Social media is a powerful customer care/service tool.
So if you were to ask me "Where does social customer care start?" I would tell you that it starts by getting social. That's your first step, if you aren't on social media, start using it for your business if you are let's see what we can do better.
Once you are on social, get to know your community.
Be proactive by polling your audience to find out what they want, how they want it delivered. Ask engaging questions. Take the feedback received and provide VALUE! This can be in the form of webinars, posts, videos, trainings, blogs, etc.
You'll want to be mindful of first impressions. With social media, the world is watching you front row! So be mindful of your response time, how you respond, your tone, your willingness to help. You'll want to respond to every inquiry and comment received and try not to use canned responses. We'll cover some social listening and all-in-one inbox tools that you can use.
Use your strategy to fix a problem. Example, if you receive some calls that you cannot handle on a similar topic over and over, see how you can use social media to answer this questions and watch your number of calls reduce over time. Take time to revisit your strategy and ensure that while fixing a problem you are still leveraging social media for your social customer care efforts.
All of the points discussed not only help you build a stronger online presence and reputation but also creates a positive customer experience.
Until next time......