Customer service is already a key point for any business, it would not be different for social networks, but there are certain keys to good customer service on social networks that are worth applying to provide exceptional service and strengthen customer loyalty . In addition to that, good communication with users and active listening can give you very good advice to improve your services in real time. 

In social networks, virtual customer service has its advantages, and if you organize and optimize your profile you can capture quality leads and generate sales, you also have the opportunity to get to know your customers better. Social media profiles can tell us the tastes and demographic information of each of our customers, so if you are detailed enough, this will help you a lot to redirect your content. Without further ado, these are the 7 keys to good customer service on social networks:

Keys to good customer service on social networks

Well, once social networks are opened for a company, the next step is to be actively for them, sometimes these spaces are filled by community managers and a communication team that is in charge of creating the strategy. But everything is achieved with community managers, who in turn can help themselves with the best tools to manage social networks to obtain data in an organized way and be able to respond to messages one by one without losing them. 

1.Monitor user interactions with your brand

It is important to know what your customers are commenting on about your brand and about you, that is why the first key to good customer service on social networks is to have a very good organization and people dedicated to an account, or to have a tool to manage social networks such as: Hootsuite, HowSociable and HubSpot. These tools will help you organize messages by social network and measure the interactions your account receives in real time. 

Monitoring user interactions is very important, making a discovery of a nuisance early can help you keep an ideal customer and boost your presence on social networks. The level of commitment of a user with your brand goes beyond just what they receive, a solid strategy can attract customers, but to keep them it will be necessary for you to become a good observer and lean on the best. So to put this first key into practice:

Get a tool to manage your networks on a single platform.

Hire someone to keep track of the comments and interactions of your followers and potential customers. 

2. have adequate response times 

One of the most common mistakes in company social networks is not hiring someone especially for this position. Therefore, it can be left aside, but the answers, in addition to having a strategy closely linked to the personality of the brand, must be carried out in a prudent time. Who has not happened to write to the account of some service and the reply messages arrive after three days? Well, this error can not only make you lose a customer, but in the comments of social networks it can make you see yourself as a brand not interested in what is said about it. 

Empathy did not migrate to the networks, social networks were created by humans for humans, therefore it is necessary that you understand that emotions must be injected into each approach of a client with your brand. Believe it or not, the humanization of brands is a reality that many companies understood a long time ago, that is why Nike works with the emotions of entrepreneurs in the sports world and Coca Cola creates its deep-rooted communication with the family. 

For this reason, calculate an efficient response time and even create message templates for frequently asked questions. Social networks like Facebook already do a kind of measurement of your responses and tell users how long it may take to respond. All of this is part of an enhancement to the experience. Facebook has created the badge of high response level of the messages and Google has something similar when people ask for a service in Google My business.  

Make sure you have a staff dedicated to the responses to your messages and that they comply with a language appropriate to your brand. Sometimes there are more than one person dedicated to this department, therefore a style manual would be ideal, so that all communications are aligned. 

Do not delay in answering your messages, the effective question range must be located at 90% and the response time should not exceed 24 hours and 15 minutes to be considered formidable. 

3. Follow up on all cases

If you already got down to work with the first two keys, this third is the continuation of them. Because after the first response to a direct message or comment, it is wise to track each case, good or bad. It is not at all advisable to leave criticisms isolated because they have already been answered. These customers are the ones who should be followed up and recognized the most to leave a very good impression of your brand. 

When you get bad feedback, make sure you locate that customer and get to the point where they want to explain and find a solution. Recommendations and word of mouth is the day-to-day of brands and companies, so a good customer can be born or recovered from a good follow-up. For this reason, ecommerce has strategies such as discount coupons and agencies dedicated to conversation spaces with dissatisfied users, because more than whims they can be very good improvement ideas for your business. 

4. Learn to identify why the customer is sometimes wrong

However, it is also important that you learn to identify that customers are not always right and to do so, monitoring the comments is essential. Good care can be measured by several indicators: A person can serve well by being polite and courteous, but they must also be timely, give clear answers, and solve problems. That your customer service staff on social networks is advised to identify possible problems and needs is important. 

In this way you can learn to clearly see where the annoyances of those comments come from, and thanks to this detect the intention of the person. This does not mean that all users can be wrong with their assessment, it is actually an opportunity to identify faults. Example:If you have an ecommerce and you start to receive comments on complaints about your attention time through your networks, you should improve the response time. If a follower also comments in their stories about a failure in a product, you should contact him or her from the mention and not expect them to write to you. But if after many good comments for your service you identify a person who in a post or publication refers to something related to the content, the problem may already be directed towards that person perhaps not your ideal follower.  

5. Take care of your customers’ data

Whenever you are going to deal with a case with these users, take care to do it privately, it is not a case of exposing. But when personal data such as telephone number and name are requested, you must treat it very carefully. As in a web page, complying with the right to data privacy is essential for any brand that aims to obtain leads. 

6.Don’t redirect comments to other platforms

Respond to all messages through the same channel, if customers are asking you for Instagram, do not try to take them to your website to answer them. Because in addition to being able to lose them on the way, you may make the process somewhat tedious. In this case, even if you have a more efficient form on your website, it is necessary that you have a customer service person for social networks and even rely on automation tools such as bots, which can help you create a database from these same platforms. 

7. Avoid discussions in comments

Finally, the golden rule: “Avoid discussion in comments.” Social networks are a window of many emotions. Customer comments should never condition your service. An important fact is to understand that texts do not have emotions, so always be courteous and it is something of force majeure you can communicate with clients by private or email.

Conclusions

Good customer service can not only ensure continued sales from satisfied customers, but it also speaks highly of your brand. The user experience must be exceptional for a customer to want to buy your products again and declare faithful to your services. This level of engagement in social networks is a very valuable indicator. For this reason, it is necessary that in addition to the above: 

⇝Response all the comments they make to you in the post, appropriately.

⇝Share useful content that leaves some teaching to your community beyond wanting to sell. 

⇝That you are attentive to all the mentions and properly identify their objectives.

⇝Empathize with your audience and create question-answer spaces that can help you get to know them better.