Your Favorite Game or Show
What hours will you be available on twitter versus facebook. What response times are reasonable for your team and respectful to your audience. It’s a good idea to align these goals to platform characteristics. For an always-on. Quick-and-chatty site like twitter. A brief-yet-fast response is going to be value more than on youtube. Your team should have time goals for acknowledging social media posts e.g.. Thanks for your message… our support team will be in touch within 24 hours and for resolving basic queries. Once you’ve locke in your internal time expectations. Let your audience know. Too. We’re online 9 a.m. To 5 p.m. Pst to help. Or we respond to all customer service requests within 20 minutes lets consumers know what to expect and alleviating.
Create a Bloopers Real from
Frustration before it can begin. Set up a deicate handle for social media customer support your customer service team can likely address client questions faster and in more detail than your social marketing team can. The social media and customer service stats above show a customer service twitter account is more likely to respond within 15 minutes. That’s why it can be a good idea for brands to use separate social media accounts to offer social media customer service solutions.
For example. Hootsuite uses Hootsuite business database help. Which is run by the support team. Hootsuite helpers twitter page this helps filter out support and service issues from your primary channel. It also ensures you assign the right teams to monitor the right types of incoming public messages.
Popular TV Show or Movie
If you create a deicate social channel for customer support. Include that handle in your brand’s other social profile bios. This lets people know where to reach out for support-relate requests. People will still use your main social marketing handles to contact you with support and service issues. They might simply use the brand handle they already know rather than looking at your main profile to check for a support account. If a service request comes into your main social channel. Pass it along to the right team and respond from your support account.
Find and monitor conversations HN Lists relevant to your business of course. Many people will also post messages about your business online without tagging any of your social accounts. Some of these posts might warrant a customer service response.
