1: Choose the best suitable platform for your business
There are more than 500 social networks on the Internet, not every platform is suitable for your business,
Your business cannot be present in a large number of platforms because your presence in many platforms will distract your efforts,
Therefore, the first advice is to choose what suits your business, and perhaps the most famous of them are Facebook, Instagram, Twitter, Linkedin and Telegram.
You can use two or three platforms keeping in mind the ones your audience tends to,
By choosing the right place where your customers are, you will be able to provide better support services,
Choose the appropriate network for your business, and most importantly, to have your customers in it.
2: Hear what customers are saying
Listening to what customers have to say allows you to understand their needs, prioritize, make the best decisions, correct mistakes, provide the best service and grow your business, and it helps you avoid potential crises by responding skillfully to an unsatisfied customer who posted a negative comment on your company’s public page, along with Ability to provide effective and accurate solutions to customer issues.
3: quick response
Speed may not be the most important factor for providing support via email, phone, or in-person service, but on social media a customer service employee speed trumps everything, so you should make the effort to respond as quickly as possible, 67% of respondents expect Global consumers who interact with a customer service brand on social media have a response within 24 hours, and in a survey conducted by The Social Habit, 32% of social media users who contact a brand expect a response within 30 minutes, and 42% expect a response within 60 Accurate.
4: Use human interaction and avoid automated responses whenever possible
Many brands use tools or apps to automate the social media posting process.
However, giving the human touch is essential in publishing and interacting with customers on social networks,
Train your customer service employee on the best ways to interact instead of overusing automation tools.
5- Avoid ridicule or suspicion of competitors
Forget about ridicule, skepticism, or slander at competitors or even critics, as this will introduce negativity into yourself and distract your focus from the intended goal.
6: Use another channel if necessary
Some problems cannot be solved on social networks, you may need to communicate more broadly with the customer to understand more details and get sensitive information from the customer who may not be comfortable exchanging some information on the social network; Moving communication via email or phone may be better and more efficient, a move like this that emphasizes consistency across all channels and strong follow-up with customers.
Take communication to a higher level and in the right way if required but tell the customer that you would like to communicate with them on another medium and do more work to help solve the problem perfectly.
7- Use posts as brief as possible
Keep posts and topics as brief as possible, because most visitors do not have the time and energy to read your articles if they need, for example, more than ten minutes.
8: Don't forget to rate
On a regular basis, stop and take a look at your performance in social media, monitor the reports and keywords that customers are trading about your product, and determine the amount of time you've spent addressing customer issues.
9: Customers encouraged them to interact
Customer service is completed by engaging customers in talking about your brand, use the appropriate hashtag for your brand, ask questions and polls that encourage customers to participate with you and provide their feedback and their preferences about your products, and what they want to change, because this will contribute to enhancing awareness of your brand and gain More clients.
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