/ Guides / Infographic: A Guide to Social Media Customer Care | Headway Capital
Infographic: A Guide to Social Media Customer Care | Headway Capital
Social Media Marketing
Social media day over day became a crucial platform to interact with customers, 80% of companies think that they deliver superior customer service via social media, while 33% of social media users prefer to use social media rather than calling customer service.
Learn how to provide excellently social media customer care through the following 10 steps:
70% of complaints on Twitter go unanswered which is likely to rile customers a lot. So, always respond to customers in a polite way.
Highlight customers that need a response quickly and prioritize messages using the tag feature on “Sprout Social” which can track your reach & engagement rate, as well as average response time.
Respond to messages within 1 hour.
Personalize your messages and use people’s name then sign off your messages with your own.
Retweet or share positive responses or resolved actions to ensure a positive image to your customers.
Take messages to a private setting when topics get sensitive.
Monitor your brand name and responds when not directly mentioned because that shows that you’re paying attention.
Look for opportunities to follow up with frequently asked questions (FAQs) or articles.
Don’t engage with trolls and don’t get into heated written arguments.
Measure your success using social media analytics such as “Sprout Social”.
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