The following step-by-step guide is a good starting point for developing a social media customer service strategy:
(1) Correctly identify a customer’s issue
(2) Signpost solutions with links to additional information
(3) Resolve the issue, even if just responding to a ?thank you?
(4) Personalise your responses
(5) Be consistent
(6) Ensure your responses are timely
Consider preparing pre-written responses for each network. These can be referred to, personalised, and used to consistently signpost information, ultimately giving your business more time to prepare suitable responses. Whenever possible, stay in the channel selected by your customer.
However, you may wish to move the conversation offline if:
(1) The conversation is very negative
(2) The dialogue contains a lot of back and forth
(3) Personal data is being used
It may also be possible to avert potential problems. Think about the types of things that may happen in your business and what your most common issues are. Predicting problems your business might encounter is a great starting point. It is important to remember that, while your business may not be open 24 hours, the internet is.
(1) Be prepared by putting procedures in place
(2) Be timely with your responses
(3) Always be appropriate
(4) Listen to your customers and learn from them
Kate Tyler, a social media specialist and consultant for a range of UK brands, is the director of Shake Social