How to Deliver Superior Social Customer Service

By: Sofie De Beule

May 11, 2015

Would you like some ideas for delivering superior social customer service?

Although social media might seem like a tough nut to crack, there are a lot of steps you can take towards improving your social customer service efforts.

In this article, we’ll discuss 4 tips to deliver superior social customer service.

Why Social Customer Service?

People expect brands to engage in two-way conversations with them on social media. Nowadays, mobile, connected customers expect solutions to their problems on the go. What better way to reach out to brands than through a company’s Twitter account or Facebook page?

It doesn’t matter if you’re a small business or a large enterprise, you can’t afford to miss out on the opportunity to build loyal customers, increase customer satisfaction, and boost customer sentiment. Social customer service is the perfect means to nurture customer relationships and retain business.

1. Be Proactive

Instead of only helping your customers when a question or a complaints rises, try to be one step ahead of the social customer service game. It all starts with listening to what your customers are saying about your brand on social media.

Look beyond brand handle mentions, and set up keywords based on your competitors and support indicators. When a customer tweets about a competitor, they might be on the verge of making a purchasing decision. It’s a great moment to step into that conversation and provide true value to your customer to keep them in business with you.

2. Change Your Mindset

Before you can even think about engaging with your customers on social media, you need to get the basics right.

A huge leap forward to start delivering exceptional social customer care is by changing a company’s mindset. If you don’t consider your customers to be ‘king’, a legion of unhappy, confused customers will easily flock to a competitor. Love your customers first so that they will want to love you back.

An example of a company that truly cares about their customers is the Dutch airline company, KLM. The company is truly on the forefront of social customer service.

Here are some examples of how KLM adopts the right kind of mindset for social customer service:

  • People don’t have a 9 to 5 mindset when it comes to reaching out to brands on social media. That’s why KLM handles complaints 24/7, day and night.
  • KLM’s customers have the possibility to contact the company through their channel of choice. Just like live chat, email, or phone, social media is just another channel to reach out to brands.
  • KLM is all about improving their level of service and proactively asking for feedback to improve.

3. Make Every Interaction Count

To truly meet the needs of your customers and make sure every interaction counts, understand who your customers are and what they want. Make sure your customers know how much you value their opinion. Why not create a dedicated forum where your customers can discuss new ideas for your product?

Take feedback about your product very seriously, and make sure you’re right on track with developing your product and providing the best customer service out there.

4. Follow Up

It doesn’t take a lot of effort to respond to a customer’s tweet, but what is more difficult is to properly handle and resolve issues. Don’t give your customers the time to consider making the switch to a competitor. Respond in a timely manner.

To make sure you can swiftly follow up with conversations, you need to arm social customer care agents with the right skills to personalize your message and respond appropriately.

Final Thoughts

Nowadays, many brands choose social customer service. With the rise of social media, social customer service has become one of the most important differentiating factors. It’s an essential means for verticals such as telecommunications, travel and hospitality, transportation, and governmental institutions to increase customer satisfaction.

There are still many opportunities left to explore for strengthening existing relationships, attract new customers, and add value to conversations. In order to take advantage of all these opportunities, it’s wise to spend time learning as much as you can.

What do you think? Could your social customer service efforts use a power boost, or are you just getting started with social customer service? Share your thoughts in the comments below.