Do you use social media as a customer service tool?
Now it is more important than ever to be on social media and communicating with consumers. What are you waiting for? Here's some tips on how to start.
2. What you'll
be learning
- Social media insights
- How to use different social media
platforms for customer service purposes
- How to use social media as a tool
- How NOT to use social media as a tool
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3. Insights
- Facebook has about 2 billion users
- Instagram has about 700 million users
- Twitter has about 328 million users
- Snapchat has about 300 million users
- LinkedIn has about 106 million users
Social Media
Some facts about social media
Source
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4. Facebook
And Customer Service
- Facebook tracks the response
rates of companies, so respond
QUICKLY
- Monitor Facebook daily
- Use the platform to address
product or service issues
- Be transparent
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5. Instagram
- Be sure that your brand is using the business
profile that Instagram offers
- Provide a URL, phone number and email
address on the account
- Track and use the analytics to see information
about followers
- Use direct messages to reach out to
consumers
Customer Service with
QCSS Inc.
6. Twitter
- Carry serious customer service
interactions over to direct messages
- Use the Customer Feedback tool that
Twitter has been rolling out
- Think about getting a direct handle
solely for customer service purposes
Customer Service with
QCSS Inc.
Twitter is a very public platform
7. Snapchat
Tackling Customer Service
- A simple and quick way to address
consumers
- In real time especially if your brand is
using video
- Not a very public platform, but don't
ignore customer complaints and
concerns
- Gives you the opportunity to call a
customer, right away without a number
- Puts a face / faces to your brand
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8. LinkedInAnd Customer Service
- Encourage client and customers to like your business page
- A great platform to connect with consumers personally
- Don't be afraid to ask for feedback from connections
LinkedIn is a more professional social media platform
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9. Social Media
DO:
- Monitor social media platforms all the time
- Acknowledge the genuine things that your followers
are saying about your brand
- Use your personality
- Have fun with your followers
- Find ways to stand out against competitors
- Acknowledge complaints and issues
Best Practices on
When Dealing With Customers
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10. Social
Media
Worst Practices
DON'T:
- Ignore complaints or issues
- Ignore any type of engagement from
consumers
- Be rude to people who reach out to
your brand on social media
- Think you're being witty and funny
when you're actually being rude
- Post low quality content
- Ignore analytics that are being
provided to your brand through social
media
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11. Thankyou.
Please don't hesitate to contact us if
you have any questions.
www.QCSSinc.com
We are QCSS.
Quality Customer Service & Sales.
QCSS embraces
communication & innovation
to transform human
interactions into powerful &
passionate customer
experiences.