Social media has probably already changed the way your company engages with clients and prospective customers. But all too often the opportunity to connect in real time backfires against business and they aren’t ready for it! Don’t let that be you. Prepare your team for the big change regarding social customer service.
Customers aren’t going to wait for you anymore, if they are pleased or displeased with a product or service they are going to let you know, and let you know fast. Not only that, they need to know that you are listening to them and that you care.
How about this fact- 78% of customers have bailed on a transaction or company because of poor customer service, and not because they were unhappy with the actual product or service the company offered. (Source: American Express)
How can you embrace social customer support?
Start by getting your team on the same page. You need to have an escalation and prevention strategy in place in the case where some unhappy customers start wreaking havoc on your social media pages. You can’t afford to lose the customers you already have.
Don’t focus all of your energy on gaining new clients and none on keeping the ones you already have. It’s actually 5-7 times more expensive to acquire a new customer than it is to keep current ones!
Set up processes early on. Plan and put the process in motion ahead of time. Having everything ready and the strategy in place will make you better prepared for what’s ahead. Also, make sure you know when to involve other departments. (e.g. when to shout HELP)
Use practical examples to prepare for situations. This is also a good idea if you need to convince senior management about the importance of a strong social customer program, Use real examples of positive customer resolutions in social channels.
Be where you customers are! In order to reach your customers and interact with them on a personal level, you need to spend time in the same space as them, and you need to be transparent with them. This means no hidden agenda and no communication that isn't 100% customer service based.
Stop speaking at your customers and instead speak with them. Make your brand relatable and approachable.
89% of customers say the would switch to a competitor if they felt their customer experience was poor. With that said, it’s critical you take a proactive stance towards customer service, and you better start today!