Customer Service through Social Media


In August 7, 2018
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Social Media

 

Social Media has changed the way consumers interact with a business. 67% of customers look to social media as a way handle customer service queries. The underlying reason behind this recent shift is the direct nature of social media. Consumers have begun to expect quicker and more direct responses on Facebook Messenger and Twitter than through traditional methods of contacting a business.

 

Unfortunately a lot of businesses don’t have the ability to dedicate a person to monitor Facebook messages or other social media platforms for the occasional customer service question, but there are tools that can easily be implemented to make sure you don’t lose any current or potential business.

 

Instant Replies

Facebook Messenger sees the highest volume of customer service questions and general inquiries. An effective way to make sure a consumer feels like you have received the message, and will contact them when you have the availability, is “Instant Replies”.

Step 1: Navigate to your businesses Facebook page

Step 2: Click “Settings” in the white bar at the top of the page

Step 3: Click “Messaging” on the left side navigation bar

Step 4: Toggle the on/off switch under “Response Assistant”

 

Once you’ve turned on instant replies you will have the option to customize your messaging. The default instant message is:

 

“Thanks for messaging us. We try to be as responsive as possible. We’ll get back to you soon”

 

However, you could get a little more engagement and information by customizing it for your business:

 

“Thank you for messaging us. If you’re looking for a quote please provide your name, number, and information about your job and we will get back to you as soon as possible”

 

“Thank you for contacting us. If this is an emergency please call (business phone number), otherwise please leave us a message and we’ll get back to you as soon as possible.”

 

These can be effective ways for a consumer to feel like you will be responding to their inquiry, or quote in a timely manner but not instantaneously. In order to be successful with this form of messaging, you will have to be slightly proactive and check on your messages every once and a while so a message doesn’t go unseen for too long.

 

 

Away Messages

If you’re unable to check your messages on a semi-regular basis, it could be beneficial for you to use the Away Message feature. This will let your consumers know that you aren’t at your computer or phone, and give them alternative ways to reach out.

 

In order to turn this feature on, follow steps 1-3 from above, but instead of toggling the on/off switch under “Response Assistant”, toggle the switch under “Stay responsive when you can’t get to your computer or phone”. You will then have the ability to customize your messaging. The default message is:

 

“Hi [consumer name], thanks for your message. We are not here right now, but we’ll get back to you soon!”

 

Instead of letting your consumer know you’ll respond to them through Messenger, it could be good to provide other ways to contact the business.

 

“Hi [consumer name], thanks for your message. We are currently unable to answer, but you can reach out to us at [business phone number] or through email at [business email]. Have a great day!”

 

By providing an away message like that, you won’t be on the hook to check your messages as often, as most of them will have an easy way to contact your business. It’s still good practice to check those messages about once a week in case one managed to slip through the cracks.

 

 

Management Platform

Having a management platform, or a dashboard to manage all your social media platforms at once, can really help save time when managing customer service on different Social Media Platforms. This is especially important if you have an active Twitter account that people sometimes contact.

 

For more information about how to set up and optimize a social media management platform, contact your social media representative.

 

People are quickly changing the way they interact with all types of businesses. It’s all about providing the most convenient service for your consumer as possible. Being quick to provide a solution, answer a question, or respond to a review is incredibly important in today’s society. Having some of the above suggestions in place will be able to cut down on missed questions or concerns, while also providing your consumer with a reasonable expectation for your response time.

 

 

Kaelin Richards

Director of Inbound Marketing

 


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