Ever wonder how to manage the constant flux of customer service complaints (or praises) via social media? It requires a mindset of tuning into those communications, but because they come from so many different directions, it also requires a toolset.
I won’t give it away, but after running a social media customer service department 100% singlehandledly and helping our customer base grow from about a half a million customers to over 1 million (through social media almost exclusively), I have a few tricks and tips up my sleeve.
After years of trial and error, I’m fairly certain I’ve perfected the tactic from a low-cost perspective. Yesterday, in fact, someone told me that he’d be moving from the competition due to “great Twitter support.” That’s what I aspire to do every single day. And I want to help you do the same.
In short, social media customer service is the future of customer service. It’s why I created Real Time Email back in 2013; the ubiquity of brands’ presence (in an almost distinctly marketing capacity right now, which is changing, however slowly that may be) on social media means that people will bitch and moan about you and you’ll have no choice but to engage.
If you’re not responding to these or silencing the conversation versus doing anything about them, you’re in trouble. Social media has made it much easier for people to destroy your reputation with a simple tweet, Facebook post, or Instagram image. Your business can fall apart if you don’t react.
To help you achieve what has taken me years to enhance and improve upon, I created a social media customer service guide that explores the workflow I follow. This guide covers the basics of how to handle social media customer service without using an enterprise tool. My tool of choice is actually well within reason for any small business. Its monthly cost is lower than the full cost of this guide.
- You’ll learn how to field service requests, from the basic praises to the more complicated concerns.
- You’ll learn how to analyze your competitive space.
- You’ll learn how to manage correspondence on the mobile and desktop.
- You’ll be given tips on how to adapt this “real time” mindset, bearing in mind the expectations of your users will be to respond quickly!
(And if you don’t want to do any of it, fine, just hire me. But that’s not what this is about. Really. The cost of this guide is so much lower than it would take to hire me, so get to it and buy the guide! If, for whatever reason, you don’t want to implement these tactics thereafter, then we can talk. But the idea is to buy and apply, not to buy and ignore.)