the small business guide to customer service with social media

The Small Business Guide to Customer

Service ~ with Social Media ~

0115 901 7357www.shakesocial.co.uk

Introduction

For small businesses in particular, positive customer experiences are vital.

This presentation will provide an overview of good customer service on social media. It will then examine the ways that you can improve this aspect of your business, specifically focusing on:

• Social contacts• Social care• Social proof


The Basics


The Basics

Social media equips your customers with more power over your brand than you as a business have.

It is therefore important that you are aware of where your customers are in the online domain and take note of the information they present about themselves and their activities, including:

• Whether their comments are positive or negative.• Repetition of questions and common themes.• Your customers’ most active periods.• The networks used.• Whether every customer post requires a response.


The Basics Continued

The good customer service practices that apply to traditional forms of communication also apply to social media.

You should identify high priorities including customer complaints and service or product requests. The following practices are also important.


The Basics Continued

1. Correctly identify a customer’s issue.

2. Signpost solutions with links to additional information.

3. Resolve the issue, even if just responding to a ‘thank you’.

4. Personalise your responses.

5. Be consistent.

6. Ensure your responses are timely.


The Basics - Speed

Consider preparing pre-written responses for each network. These can be referred to, personalised, and used to consistently signpost information, ultimately giving your business more time to prepare suitable responses.

Whenever possible, stay in the channel selected by your customer. However, you may wish to move the conversation offline if:

• The conversation is very negative• The dialogue contains a lot of ‘back and forth’• Personal data is being used


The Basics - Speed

Planningand

Training


Planning and Training

It is possible to advert potential problems. You may consider:

• Predicting problems your business might encounter• Understand your weaknesses• Research problems to learn from the mistakes of other

businesses• Identify in house experts• Train your staff

It is important to remember that, while your business may operate between the hours of 9am and 5pm, the internet is active twenty four hours a day.


Summary


2. Your staff should be trained.

1. It is important to understand your customers and their habits.

To summarise:

Summary

3. Be prepared by putting procedures in place.

4. Be timely with your responses.

5. Always be appropriate.

6. Listen to your customers and learn from them.


Summary– Social Care

Strive to offer customer service beyond the expected basics.

Show that you care about your customer issues rather than just reacting.

Aim to make life easier for your customers.

Put yourself in your customers’ shoes – what kind of service would you like to receive?

How can you add value to the customer experience?

Take the time to form an understanding of your customers’ digital experiences.

What types of problems do you solve for them?


Summary – It’s Not About You

Respond even when customer comments are not directed at you to show you are listening to and interested in their dialogue.

Promote your customers

Follow up queries and issues with questions – “How is everything?”

Don’t be defensive in response to a criticism or complaint; the customer has reached out to you and should be thanked.

Don’t delete or hide posts

Embrace negative feedback; it’s an opportunity to learn and improve.


Summary - Communication

Your customers are at the heart of successful communication.

• Aim to surprise and delight them• Reward them without condition or prompts to do so• Say thank you• Be attuned to public relations opportunities in addition to

mentions of your brand

The benefits of these measures can include:

• Reduced costs• Streamlined processes• Increased spending from loyal customers


Summary – Social Proof

The collective voice of your customers online all add to the reputation of your brand

Reviews on Trip Advisor, Google, Facebook, and similar sites all facilitate advocacy and act as ambassadors for your brand

These platforms are all vital for attracting new customers for your business – try to attract as many good reviews as you can!


Conclusion


Conclusion

The benefits of good customer service in the social media domain are many and include:

• The generation of new custom

• A public relations boost; your customers will market your brand for you

• You will generate brand ambassadors

• More loyal customers who generate business revenue

Have fun!

the small business guide to customer service with social media

Social Media

basics social media

summary social care

customer complaints

customer post

expected basics

customers issue

positive customer experiences

basics speed planning