Due to the rise of social networks, brands are closer to their customers and their strategies are now more conversational.
Digital transformation has brought a new way of thinking to businesses. They are much more aware of the expectations of their customers and act accordingly.
Why set up an online customer support service?
Social networks like Facebook, Twitter, Instagram or Snap chat are now indispensable for our daily lives. Customers use them to communicate quickly but not easily. These platforms are also important for finding information about a product or company.
By making your business available on social media networks, you are getting closer to your customers. Also, with a customer support via social media, you improve your customer satisfaction rate and your customers no longer need to look far to solve their problems.
Besides, the transition to social media turns out to be an investment with a strong ROI (Return on Investment). According to some studies, online customer service is up to 6 times cheaper than phone support. And to this is added an available service 24 hours, which is highly prized by consumers.
Here are four tips to increase your customer satisfaction by the ticket of social networks.
1) Satisfaction Depends on Efficiency and Speed
If you choose to get started on social networks, you must review your mode of operation. With these media, there is no longer a barrier of time and rent. You are accessible by everyone at any time. That's why you have to be quick.
Reports have revealed that clients are better able to recommend a company that responds only to one that takes too long to respond. If you are not able to answer within an hour, tell them. The most advantageous companies in these cases are those who can afford to use a contact center that ensures permanence so that even at 2 am the customer can get an answer.
In the same vein, your answers must be objective. If a customer contacts you for specific information, do not redirect it to a website or phone support. If possible, answer them accurately.
2) Make Your Employees Allies
Whether you operate through an internal permanence or a contact center ticket, your agents must be your allies. Those are the ones who communicate directly with your customers and therefore forge the image of your brand.
To answer the factor of speed on social media, these last ones must have a certain autonomy. They must not waste time waiting for the approval of their manager to solve a problem.
Agents need to be well trained to be able to act thoughtfully and effectively.
3) Social Media Are The Human Contribution
As we have mentioned several times, the digital transformation has pushed companies to make their customer relationships more human and more personal. Customers want to talk with real people especially in case of problems.
They want you to address them by name and not by customer number.
That's why when you visit social networks you need to make sure your agents are patient and attentive. They must be empathic to customers. In other cases, you can even use humor in moderation.
4) Be Proactive
One of the characteristics of social media not to neglect is comments. Consumers leave their points of view of shares and others on social networks through comments. Operate smartly. Even if customers are not always serious, consider them and show their interest by being proactive.
Go beyond their expectations. For that, encourage them to tag you. In this way, you benefit from free advertising. You will be able to expect multiple results, from customer loyalty to winning new customers through a consolidation of the image of your company.
As you have seen, the benefits of social media are endless. Customer support on these platforms is a relatively small investment for a significant return.
However, like all customer-related operations, it's a service that takes time and expertise to deliver the desired results.
Therefore, we offer our help to achieve quality online customer service. For more information contact us via our website or by phone on Israel: +972-73-3735183 or Brazil: +972-73-3735183