Which is the first place where you are likely to get in direct contact with your customers? These days, it’s the social media. Facebook and twitter are undoubtedly two of the more famous and preferred social media platforms for business-customer interaction. I will be focusing on Facebook in this piece, highlighting tips for efficient customer service.
The first goal is to understand that offering customer service on Facebook will require an efficient and focused team, who can manage notifications, messages, and comments by customers quickly and instantly respond to them. Your customer service representatives or team members managing the service through the page should find strategic ways of staying connected constantly, such as setting the notifications to come on their mobiles or through email, which will help speed up response rate.
Facebook pages of firms, both big and small, are flooded by customer complaints and queries every day. This sheer volume of queries forces the firms to remove the direct message button. Even though this might seem like the right thing to do, we advise you to re-think your decision. Customers are sometimes hesitant in discussing their issues on a public platform especially if it is cost related. For catering to the needs of such customers, we urge you to allow customers to contact you directly. Customers are more likely to do business with firms that understand their needs and are willing to cater on a personal level.
Pay close attention to your customer’s behavior. Facebook allows you to monitor your customers, why waste the opportunity. Observing your business related check- ins, status updates, comments, etc. might help you better understand customer behavior, and thus allow you to adjust your strategy accordingly. Find out what customers have to say about your business on statuses and other conversations to make sure you are briefed on which direction your service is heading. By engaging you can keep a tab on customer comments and learn about positive and negative feedback, which is always beneficial for the improvement of the business.
Having problems with the main server? Will there be a delay in shipping? Promote transparency and be open about whatever problem that you are encountering. Your customers deserve to know the truth. Once you have honestly informed the customers about the service failure, follow up by answering their questions and helping them out. Even though the news of the service failure might anger your customers at first, nothing frustrates customers more than lying.
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