The importance of customer service to a company’s success has become readily apparent. However, in recent years, social media customer service has risen to prominence.
It’s no longer optional for companies and brands to provide social media customer service.
Social media assistance has shown to be the most user-friendly, efficient, and effective method for solving people’s problems.
Some possible causes of this are:
Almost nobody likes to make a phone call
More and more individuals today actively avoid phone calls. That’s why they prefer to use alternative methods of contact, including texting. Moreover, the contact information for customer service is notoriously hard to track down. However, even if you do manage to get through, you may be looking at a long wait time before someone answers your phone. No one enjoys listening to the music while waiting in line; you’d think we’d have anything else available by now.
Composing a questionnaire or form
There is a good possibility that you won’t be able to find an email address for customer service if you can’t even locate a phone number. Probably all you’ll see is a form asking for your email address and some basic info about your issue. This doesn’t inspire confidence that a user’s problems will be solved or that they will receive a response.
Inevitably, a backlog of email messages will develop
You may have to wait up to a week for an email address, even if you happen to be lucky and acquire one. When it comes to emailing for help with a problem, I’ve had some very terrifying encounters. If you have to wait too long for a reply, you can start to lose interest in the company or product.
The ability to assist clients is crucial, and what better method to do it than through social media? As soon as you start promoting your business or brand on social media, you have a significant advantage over competitors that don’t use this method.
A few examples of these causes are:
Rapid assistance
Due to the public nature of social media, it goes without saying that you will act swiftly to resolve any issues raised by your consumers. The public has knowledge that companies and brands do not.
Chatting Casually
Customers using social media platforms are less likely to keep back their true emotions since they know they won’t be judged for their candour. You’ll be able to reply in a more casual tone as well. Customers will feel more at ease voicing any concerns or requests.
Put things correct
There are two amazing results that may come from openly apologising and offering excellent remedies. Those who are experiencing the same problem can give the advice that was previously provided a try. In addition, this will demonstrate to prospective buyers that you care about their feedback and will adapt accordingly.
Supporting customers via social media nearly always results in positive publicity for the company. Let’s have a look at a few programmes that can assist you in sorting through the many messages you’ll be receiving in the form of comments and direct messages.
Salesforce
When it comes to customer service software, Salesforce is one of the most well-known and long-running options. They provide a whole range of services, beginning with lead management and ending with help desk assistance.
All of their social media interactions may be monitored and controlled from one convenient control panel. A case or ticket number, contact name, case origin (Twitter, Facebook, Instagram, etc.), subject, status, priority, and time/date of opening/creation will be provided. All inquiries, requests, and comments may be handled sequentially from one central hub. If you like, you can also choose to view just tickets for a specific social network. With Salesforce, you can ensure that all users receive a timely response while while saving time.
Sprinklr
As a customer experience management platform, Sprinklr is also widely used. Sprinklr is used by industry titans like Amazon, Nike, and McDonald’s for social media customer service.
Each ticket or case has its own unique emblem that may be viewed on the platform. It will only show up as one ticket even if you have many contacts from the same person. As can be seen above, a direct message was sent, followed by a remark on a post. To learn more about the context of the user’s comments or questions, you may navigate to the original post from this page. Properties of the ticket, such as its creation and modification timestamps, status, expected C-Sat score, and priority, are displayed on the right. The knowledge base will then provide suggestions for items to read that will answer the question or address the comment. Quickly and easily, you may copy the URL and send it to the client. An intuitive interface is one of Sprinklr’s many strengths.
Zoho
A Cloud software suite and SaaS applications provider, Zoho is an Indian firm. Their interface is a little different from that of Salesforce and Sprinklr. It’s a social dashboard that displays direct messages and comments in real time.
Crowdfire
If you need help managing your social media accounts, Crowdfire is a great option. It aids in the process of preemptively posting to various social networking sites. In addition, there are advanced analytics, a calendar, and a grid view available. However, the Mentions section is by far the most useful and interesting addition.
It presently works with public and direct mentions on Twitter, Instagram comments and direct messages, page messages and page comments on Facebook.
All of your messages will be consolidated here, and you’ll be able to send and receive text, photos, emoji, and gif responses.