How to Handle Customer Service On Social Media

There are approximately 2.62 billion social media users worldwide. Social media is an essential tool for businesses to connect with their audiences, expand their reach, and implement new marketing strategies. Users often voice their opinions and discuss them with others across all platforms. That being said, your online presence and reputation can make or break your company in the digital age. Especially when it comes to how you handle customer service on social media.

The Dos and Don’ts of Customer Service on Social Media

Social media opens the floodgates for customer interaction – and publicly, to boot. Anyone can see what you post, and your posts are often much more permanent than you may realize. When posting to social media as a brand it is imperative to remain mindful of your behavior.

The Dos

• Stay professional. Replying in too formal of a tone may come off as stiff or stuffy, however too casual of a tone reduces professionalism. Keep the tone of your replies light and informative, as if speaking to a peer to add a personable touch.
• Be friendly. Service with a smile is key, especially when approaching confrontational or irate customers.
• Think before you post. Again, posts are often far more permanent than we realize. While a post may be deleted from your profile, that doesn’t necessarily mean it’s been erased from the social media platform’s database. Furthermore, your words may live on in a screenshot that can easily be passed around from user to user on any platform.
• Reply in a timely fashion. If you don’t plan on routine inbox maintenance, you may as well not reply at all. If you wait too long, the person you are interacting with may have forgotten they had even posted to or about your company in the first place. Delayed replies also give the impression of laziness and a lack of regard for your loyal client base.
• Take it to the inbox. Attempting to publicly resolve any issue using customer service on social media can get messy, overly complicated, and may even look unprofessional depending on the situation. Unless you are addressing a general issue, contacting the person behind the post directly is the most professional way to handle their concern.
• Use hashtags. Hashtags are a great way to reach new audiences, but they’re also perfect for finding your followers. It’s wise to monitor hashtags related to your business or consider investing in social listening software.

The Don’ts

• Don’t attack negative reviews or posts. Instead, approach the poster empathetically and attempt to resolve whatever issue they may be facing patiently regardless of their tone. If the user is unresponsive or unreceptive to your customer service, they may be a troll.
• Don’t get defensive. Acting defensive only furthers tension and creates a disconnect between you and your customers. Remain open-minded and reply to posts or messages thoughtfully.
• Don’t ask for personal information publicly. Again, the most professional way to handle an issue or concern using customer service on social media is through a private messaging system. Private message or encourage the user to contact a customer support email for further assistance, especially if it involves personal details.

Social media is an essential platform for businesses to connect with their audiences, expand their reach, and implement new marketing strategies. Your online presence and reputation can make or break your company, as it is the norm in the digital age for users across all social media platforms and online forum boards to share their experiences with or opinions on different brands and products. For even more content about social media marketing and the latest digital trends, head on over to our blog. For more information about how Dapper Goat can help you succeed through social, please contact us.