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21st Century Customer Service

by: Finella Kristle Panlilio

Tuesday, September 17, 2013 |

Big brands today stay connected with their customers through the use of social media platforms such as Facebook and Twitter. Gone are the days when people would call companies to complain about a product or service. Now, all you need to do is get on your smartphone or computer for your tirade about how great or horrible a product or service is.

On Twitter, for instance, all a customer has to do is reduce what he has to say in 140 characters or less, and then tag the brand's Twitter handle. That is why many, if not all, companies are now monitoring online conversations - to provide customer service in a much quicker way.

How to improve customer service on social media

Here are 10 tips that will help improve your customer service on social media:

  1. Research, and then select the top three channels your customers are on, including users from your target market.
  2. Select the tools with which you can monitor social conversations.
  3. Take note of the words used with mentions of your brand.
  4. Train your social customer service team to make quick decisions and give them the tools they need to engage with customers.
  5. Make use of other channels for communications as not everything, especially sensitive issues, can be resolved online.
  6. Decide how you will prioritize queries. Will it be by the degree of influence, urgency or on a first-come-first-serve basis?
  7. Use automated responses intelligently. Give careful consideration on who should be answering your customers' questions.
  8. Make sure to lessen your response time. Do not keep your customers waiting.
  9. Know when to enter a conversation about your brand.
  10. Utilize data collected through social media monitoring tools to gain customer insights.Companies that handle customer service queries via social media are likely to have a loyal fan base, which increases the chance of getting recommended to others.


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