What are the Best Practices for Social Media Customer Service? The answer will depend on the size of your team and the resources available to handle every single customer service request. The most important thing to do is set clear expectations for your customers. Let them know what to expect in terms of response time and availability. If there are resources available to respond to customer requests faster, let them know about them. Of course, not every company will follow these guidelines. However, the key is to follow a few general guidelines and avoid sloppy responses.
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First, identify how often your company uses social media. Do you have regular customers who engage with your brand on social media? If your customers rarely use social media, you might not need to dedicate a team to handling customer inquiries. Instead, dedicate one or two customer service reps to monitor the channel and analyze how it is used. If you are a more frequent user, it might be worth dedicating a team to handle all of your customer support requests on social media.
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Second, determine the tone of your social media responses. Many social networks offer “quick replies” for business profiles. These are pre-formatted answers that you can use in direct messages. Quick replies save your team time by enabling them to respond to customers more quickly while maintaining the right tone. If necessary, include a hotline for direct customer support, which gives customers a sense of connection. It helps them feel like they are a valued member of your business.
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