Social Media and Customer Care (Infographic)Anita Kirkbride
Social media is a great avenue for customer service. Having a social customer care program in place can significantly reduce the number of phone calls received by a call center, and by decreasing resolution times, improve customer satisfaction.
Here’s what I see in this infographic that might interest you:
- No matter the age, over 50% of customers will abandon a brand due to poor customer service.
- 63% of customers EXPECT a brand to have customer service on social media!
- Answering customer complaints on social media increase brand advocacy by as much as 25%.
- Complaints, inquiries and brand interactions are increasing year over year on social media. As a customer service channel, social media is growing. And quickly!
- 29% of consumers, of all ages, have used social media to complain about customer service.
There’s lots of great information about social customer care in this infographic. Take a read through and you’ll see just how important having a customer service plan in place for your social media is. Personally, I spend nearly an hour a day answering customer service queries for only one of my clients. All of these stats resonate with me based on this one brand alone. There are questions from all ages, complaints from all ages, and praise from all ages.
What does a social customer service plan look like?
When you’re a small businss, it may sound daunting to put together a “social customer care” program, but it really doesn’t have to be. Whether it’s just you managing everything or you have staff helping out, set out some guidelines for how you’d like to have things done. Here are a few things to do:
- Set goals/commitments for how long it will take to answer inquiries/complaints. Facebook shows your fans how quickly you respond to private messages. Set a reasonable goal and Facebook will tell you if you’re meeting it. Generally you should be responding to customers in well under 24 hours.
- Turn on notifications for private messages so you don’t miss any customer inquiries.
- Write out answers to the most frequently asked questions and complaints. Put this in a place that all staff can access. This allows copy/pasting to keep the main messages the same, while also allowing for personalizing. If you’re the only one managing customer service on social media, it will also save you time when you don’t have to rewrite the same answers over and over.
- Take those answers and turn them into a resource page or a series of blogs. Not only is this great SEO, it’s good info for your customers.
- Talk to staff about the appropriate way to answer customer queries and complaints on social media. The last thing you want is for a staff person to take a complaint personally (it’s hard not to sometimes) and respond in anger. This will not go well for your business.
Your social customer care policies and processes should follow the same basic principles your in-store or telephone-based policies do. Your customer doesn’t want to feel less important because they’ve chosen to contact you on social media.