Managing support volume effectively is critical for response times. And with social media, your customers expect you to respond as fast as their friends and family would. To increase response time, you have to prioritize your customer contacts, so that the most critical issues are addressed first.
Highest priority: Aim to resolve these issues right away.
Second priority: These issues aren’t urgent, but they’re an opportunity to be proactive.
Manage your customer support volume through prioritization and using technology to streamline your process. Your agents— and, more importantly, your customers — will thank you.
How successful your social customer care will depend on the quality of service you provide. Warning: you might want to pull out the kid gloves.
Agent responses must be timely, accurate, sensitive, brief, and friendly — a tall order.
First, agents have to understand their customer’s emotional state and mirror their feelings. If a customer seems happy, smiley faces or emojis might show friendliness and a willingness to help. If a customer is upset, on the other hand, a formal tone of empathy or apology might be needed.
In general, all tenets of excellent customer service apply to social media.
Remember the most important ingredient to customer care: the customer. Treating them with the same level of service you’d expect can go a long way to turning a frustrating situation into a great one.