Users and consumers are increasingly present in different social networks where, among other things, they pour their comments and opinions on the products and services they use. So, why not offer a customer service through social networks to answer your questions and demands?
The consumers are customers or potential customers of the brands that sell products or provide services of various kinds. The majority are users of different social networks, among which Facebook, Twitter or Instagram stand out.
On the other hand, brands increasingly aware that you have to be where the client or potential customer is, begin to have a presence with a more or less defined strategy in different social media.
Obvious to say that without an online marketing plan or a social media plan in which the objectives of the brand are defined, the target audience of the brand is defined , the actions to be developed to achieve those objectives and others, it will be difficult to achieve results online . And much less, you can offer a good customer service through Facebook or Twitter.
Of course, there is no point in trying to use social networks as a means of customer service if we do not know how to make good use of them. What does this mean?
It means that brands must be aware that social networks do not have a holiday schedule or period, as their clients probably do not. That is, you have to be prepared to receive consultations at any time. Then we will see how to solve this not to be slaves of customer service through social networks.
It means that brands must know and must be willing to listen to what their followers, customers or potential customers say about it in the different channels they have on the network.
It means that brands will have conversations with users , customers or not, on social networks, and not only will they limit themselves to publishing their contents, offers …. but they will answer your questions, queries, complaints or suggestions through the means that each network puts at your disposal.
Consumers, who in the end are the users of the networks, want to know that the brands listen to them and take into account their concerns, doubts or suggestions.
That said, let’s see how a brand can use media such as Facebook and Twitter to provide a good customer service in these social networks.
Customer service through Facebook
On the basis that social media has meant a radical change from the traditional media in terms of the fact that communication is no longer one-way , it does not make sense that we do not allow our followers to communicate with us. through our Facebook page.
Activating this option is as simple as going to the section CONFIGURATION> GENERAL> PUBLICATIONS OF VISITORS, as we see in the image. If over time we see that this action attracts spam or other comments, you can always activate the option to review the publications before they are made public on the page.
However, a good customer service will derive most of the cases that require a more elaborate response or a personalized solution to the email or to the Facebook message service itself.
Some time ago, Facebook has taken pains to facilitate this task to brands in this medium.
If a brand usually receives the same or very similar questions, it can create type responses from the option enabled for it and that is in MESSAGES, in the icon indicated with the number 1 in the image.
Once there, the option MANAGE ANSWERS, indicated with the number 2 in the image, allows you to add the most usual answers, CREATE ANSWER (number 3), and give them a title by which to recognize them to recover them quickly (number 4) and answer like this to the user either from a computer or from the Page Manager on the mobile.
Finally, there is also the option to indicate that the customer service or assistance is absent. In this way, users will know that they can not wait for an answer soon or that they should contact the company in another way if the situation requires faster communication.
The customer service through Twitter can be done either by responding to the tweets that arrive through mentions or through the system of direct messages. However, Twitter does not offer the possibility of saving the most common responses as in Facebook, at least for now.
The first option is the least recommended in most cases, given the limitation of characters of each tweet and also, because there will be cases in which it is not interesting for the response to be public.
But how can we receive messages from accounts that do not follow us? As is well known, Twitter only allows the sending of direct messages to the accounts that we follow. However, there is the possibility of activating the option to receive direct messages from any account without having to follow it for it.
To do this you must enter https://business.twitter.com/i/settings/support and activate the “Direct Messages” box as shown in the image.
It is also through that same url, where we can activate the option “Support account”, which will show in the biography of the account that this Twitter profile “provides assistance”.
How it looks in the image, once activated that option, you can choose the time and days in which the Twitter account provides assistance to the user.
In Mglobal Reasonable Marketing we manage the social media of a well-known entertainment brand and one of its strong points is customer service , not only through its social networks but also through email.
A good customer service , be it through the channel (telephone, email, social networks …) is an ideal way to get feedback on the product sold or service provided . The many queries, complaints, doubts or suggestions raised by users to the brand through their communications have served and serve to have improved its product.
Keep calm and education before a client or user angry, rightly or wrongly, it means most of the time that user ends up calming down and thanking the attention that was given. For this to be the case, having a crisis management protocol is basic and, in addition, a fundamental element of any Online Marketing Plan worth its salt.
A good customer service implies an active listening also on social networks .