Social customer care, as can be easily guessed from the name, has to do with social media, fundamental tools for expanding your own user base. The vast majority of companies are on social media, but being present is by now no longer sufficient. Social media are so frequented that they cannot be considered simple showcases, but tools to guarantee valid support to customers, a place where to provide useful information and news.
It is in this context that social customer care was born, that is, an assistance service that responds to consumers’ questions, solves issues and critical situations, dispels doubts and receives complaints.
An incorrect management of social media can lead to a crisis management, understood as a reputational crisis of the web that can generate incalculable damage. We at We Are Fiber know how to manage a crisis management on social media, but we start from the assumption that prevention is better than cure, with virtuous behaviours.
Social customer care: definition and meaning
What is social customer care? We can define it as a service born together with social networks, aimed at supporting the clientele and promoting your own goods and products, with the final objective of increasing the loyalty rate.
Social media customer care is to all effects an assistance service, with the simple difference that it is carried out in the field of social channels. According to research, one user in 3 prefers to rely on customer care on social networks, rather than using more traditional channels such as the telephone or email. 70% of consumers have also declared that they have used, at least once, the social customer service of a brand.
We at We Are Fiber always pay the utmost attention to new market trends, so we have implemented social media customer care software. The statistical data has proved us right, since the partners who have relied on our services have seen customer satisfaction levels increase by 16% and contacts by 23%.
Social customer care: the trends to follow
The tools to use, as well as the methods of approach, can vary considerably depending on the business. An e-commerce site that sells clothing clearly has different needs compared to a law firm or a company that provides postal services. Social customer care strategies must therefore be studied and personalised according to your own needs and your own target audience.
There are, however, tools that everyone agrees on, such as social DMs (Direct Messages). It is a section of the social network dedicated to direct messaging with users. This tool makes it possible to create a direct relationship between customer and company and to solve every problem effectively and quickly.
Alternatively there are apps, installed directly on the social pages, which can be used to have a direct contact with the company without filters and without nerve-racking waits.
Social media customer care: the 3 best practices to follow
We Are Fiber can provide you with the best social customer care tools, able to adapt to your needs, but naturally you also have to adopt a specific and targeted strategy based on your clientele.
Specifically you have to:
- be present on the channels where your customers are;
- listen to the opinions of your customers;
- not lengthen response times too much.
Customer care in social media marketing: get found by your customers
Where to invest your resources and your investments most in order to offer a valid assistance service? Naturally where your customers are most active. Facebook and Twitter are generally the social networks most frequented by users, but lately other social networks such as Instagram, Pinterest and Google+ are forcefully bursting onto the scene.
A lot also depends on your business. So probe the ground and try to understand where your customers are most active and pose questions and queries most frequently. You can thus direct your investments, optimising expenses and increasing the loyalty rate.
Do not leave dissatisfied customers
Listening to your customers does not mean exclusively hearing their problems or complaints, but above all finding a solution. By doing meticulous work you can collect comments, feedback and reviews, from which to extract important information on which to focus. If, for example, most consumers highlight the malfunction of a product, then you have to intervene since there is perhaps some manufacturing defect.
Keep an eye on the response time
Modern users expect the company to provide an answer to their problems in very short times, even within an hour. If you provide an answer that is not very decisive, or after 2-3 days, you risk losing the customer’s trust, thus giving them away to the competition.
In that case you can set up an autoresponder, which promises the clientele a quick answer, or move the conversation to a private channel (messages, email or telephone).
Do you want to boost the performance of your company and equip it with the most modern instruments? Then let’s join our forces for the turning point you have been waiting for a long time; contact us now!
