There is no doubt of the power of social media in promoting businesses such as Vienna landscaping through the eyes of hundreds of followers. While it can be great for engagement and acquisition, it is also an ideal channel for customers to ask questions and voice their opinions concerning a brand. Social media is the preferred customer service channel, especially to the younger generation.
If your business is active on social media, then your support team must be prepared to handle all customer inquiries. Having support that can respond to all customer inquiries in real-time will help in boosting engagements and revenue for your business.
Here are some of the best ways on how to train support teams for social media customer service.
Create an Omni-channel support system
It is important to adopt a new support channel for your customer support teams. The head of the support team should go ahead and train reps on how to support customers with this new channel. It can be very beneficial to have an Omni-channel support system for all your service platforms linked together. There should also be a shared inbox to keep track of all the open cases regardless of where each of them comes from.
Prioritize quick responses
People expect businesses to respond to social media inquiries within the shortest time possible. Nearly half of potential customers expect responses to come in less than an hour. Research has shown 45 percent of brands take more than five days to respond to customer inquiries on Facebook, and that can be quite limiting. When you start a company, you will have a valuable opportunity to assert yourself as a leader in your industry if you can work on enhancing your customer service and responding to your customers within the shortest time possible.
Log previous support cases
You must be able to log previous support cases for future use. Support cases continue to be valuable pieces of customer data. They will give you information about an individual customer experience and your customer base as a whole. If a customer has a problem and it gets solved, the return with the same problem in the future will save you a lot of time and resources to check on how the past issue was handled. Having such issue saved will help you eliminate time wasted for your team and customer, and will prevent having to repeat troubleshooting steps.
Transfer cases to other channels
It is important to transfer cases to other channels as needed. Ideally, your team should be able to solve customer problems on the same interface that they reached out to you. Doing so will create a smooth experience for the customer because they will not have to switch between platforms to get information or continue on their troubleshooting efforts. However, the priority of your team should always be based upon solving customer problems in the most amicable manner. If that means transferring conversations to other channels, you should never hesitate to do so.