customer service

Have you ever reached out to a brand via social media for a customer service request? Odds are, that answer is yes! Social media has become an easy way to connect with your favorite brands, ask questions, and seek help when you need it. However, that doesn’t mean all brands are handling their customer service requests effectively. In this week’s #ContentWritingChat, we talked all about delivery amazing customer service using social media. You’ll learn how to manage all the different platforms, how quickly you should be replying to inquiries, and so much more. Let’s dive into the recap! #ContentWritingChat Recap: Delivering Amazing Customer Service Using Social Media with Scott Ayres Join us for #ContentWritingChat on Tuesday, February 27th at 10 AM Central! We’ll be joined by Scott from @AgoraPulse and talking about using #SocialMedia to create an amazing customer service experience. ?? pic.twitter.com/7n98BiisQG — Express Writers (@ExpWriters) February 20, 2018 Our guest host this week was Scott Ayres. He’s part of the team over at AgoraPulse and he knows a thing or two about managing a social media presence. Scott shared some great tips with us that all brands can implement for handling customer service using social media. Q1: How has social media impacted customer service? There was a time when your only option was to call a brand on the phone and wait on hold until someone was able to serve you. These days, social media has changed the way we handle customer service requests as a brand. Here’s how: A1: Social Media has enabled customer service to be visible in a way it was not before. Brands now have to deal with things publicly. #ContentWritingChat — AgoraPulse (@AgoraPulse) February 27, 2018 As Scott pointed out, social media requires brands to deal with their customer service issues in the public eye. What was once handled privately, the world can now see. A1: Social Media has made it easier for complaints to spread, it demands companies to be present and active. #ContentWritingChat — AgoraPulse (@AgoraPulse) February 27, 2018 He also said that it’s easier for complaints about a company to spread now. If a customer starts talking negatively about your brand, others may pick up on it and start sharing the message. A1: Social Media has provided brands a real-time communication vessel for customer service without the need for the customer to sit on hold or wait for an email from a “contact us” form. It brought a human element into a digital medium #ContentWritingChat — Eddie Garrison #FacebookLive ? (@EddieGarrison) February 27, 2018 Social media has allowed brands and customers to connect with one another in real-time. Plus, it’s easier on the customer’s part since they no longer have to wait on hold or check their inboxes for a reply. A1: Social media has allowed customers to connect with brands instantly. It’s a chance for brands to show their human side and help solve any problems the customer may be having #contentwritingchat — Iain G. Scott (@IainGScott) February 27, 2018 Iain feels social media allows brands to not only solve their customers’ problems, but they also get to show their human side. A1: Social media has turned customer service into a 24/7 job. People are expecting their problems to be solved quickly. #ContentWritingChat pic.twitter.com/3KXDmvoAll — Netvantage Marketing (@netvantage) February 27, 2018 As Lexie pointed out, customer service using social media has become a 24/7 job. A1: It has become an extension. Consumers want immediate answers/responses to their requests and they turn to social in order to get this information from brands. #ContentWritingChat — Flying Cork (@flyingcorkpgh) February 27, 2018 Just keep in mind that customers expect immediate responses to their concerns now! A1 IMO it’s made companies step their game up. People have a voice and platforms to share their experiences. Mosty of the time bad experiences are the ones that go viral. #contentwritingchat https://t.co/96vR8p3ivy — Jade Alberts Consulting (@Jade_A_Consult) February 27, 2018 While customer service matters were typically handled privately in the past (via phone calls), social media has allowed customers to have a voice. Their complaints can be shared for the entire world to hear. Q2: How does customer service support on social media directly impact reputation management? It’s become increasingly important for brands to be smart about how their managing their reputations online, especially with so many customer service requests rolling in. Here’s what you need to know to keep things going smoothly: A2: If someone has a bad experience, they are going to tag you and make sure everyone knows, so brands are more conscious now. #ContentWritingChat — AgoraPulse (@AgoraPulse) February 27, 2018 You have to be aware of what’s going on with your social media presence. As Scott said, one bad experience can spread. You need to do what you can to resolve issues as soon as possible. A2: Most of the time customer complaints are out there for everyone to see making the brand’s response visible too. The way a brand handles a complaint shows how much they care about their customers when others are watching. #ContentWritingChat pic.twitter.com/lbrct37wFY — Netvantage Marketing (@netvantage) February 27, 2018 Lexie brought up a great point about how everything is public now. Your audience can see the complaints you’re getting, as well as how you’re handling them. And how you respond to criticism says a lot about your brand. A2: There’s no where to hide. The good, bad, and ugly are on display for other users to see. It’s how you handle these situations that determines your reputation. You have to be engaged at all time to show you’re paying attention. #ContentWritingChat — Maria Marchewka (@_MariaMarchewka) February 27, 2018 As Maria pointed out, there’s no where to hide! Everything is on display for the world to see when it comes to social media. That’s why it’s so important, now more than ever, to handle customer service requests with care. A2: My opinion of a company changed completely because of #SocialMedia. One post that just mentioned the company … Read more