We’ve talked about the various channels available to handle issues related to the customer experience: email and support tickets, chat and the old stand-by: the telephone. Another that has gained in popularity over the past few years have been social media platforms such as Facebook, Twitter and Google Plus. These sites offer new challenges and opportunities for offering excellent customer service.
As with all customer service channels, quick acknowledgment is key, but with social media, it can be extra important. For one, not responding in a timely fashion can make your business appear uncaring and unresponsive. A general rule of thumb is to acknowledge within ten minutes of the complaint. In this same time frame let the customer know you are working on the issue. You may have to take the matter private, especially if it’s a more complex issue. Message the customer privately and encourage them to open a support ticket. You can also obtain more information from them at this time, if necessary. The ins and outs will be different from platform to platform, but these general rules will guide you social media customer service experiences.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.
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