We live in a fast-paced world in which people can shop, bank and communicate 24 hours a day, 7 days a week and this has led to a situation where people expect an instant response on social media.
Is this something your business can offer?
Perhaps you are planning a summer holiday this year, have you thought about how you will cover your businesses social media whilst you are away? Nobody wants to be replying to tweets when they could be sitting by the pool or lazing on the beach!
If your business relies upon offering great customer service it is so important to get a solid plan in place so you can truly switch off and relax without having to worry about losing business or customers whilst you are away.
More and more businesses are using social media to enhance the customer service side of their business. Indeed, it is becoming an incredible way to reach out to your customer and ensure each and every enquiry gets a personal response. At Curtis Gabriel we know how important it is to get it right when it comes to displaying customer service so here are our top 3 musts when it comes to dealing with your customers online:
-Decide and set out the hours you will operate within and stick to them.
It is important to stick to the hours you choose so customers know when they can expect a response. It is a fantastic idea to outsource social media if you don’t think you can commit to the hours your business needs. By doing this you know you will receive a dedicated service 365 days a year.
-Establish a tone you would like to display across your social media channels.
The tone you use on your social media platforms is vital. This is the first impression many customers might get of your business so it needs to be right from the start! Of course, you would like an empathic tone but do you want it to be light hearted and chatty? Or would you like something straight to the point? Look at your company and consider how you want to present yourself, then choosing your tone should dictate itself. If choosing to outsource your
social media, we will work carefully with you to make sure we adhere to brand guidelines and deliver results.
-Ensure you have a clear, dedicated person or team to manage the customer service on your social media channels.
This is to ensure there is no confusion on who should be replying to what and when. Having a dedicated individual or team means you will have no worries about tending to your channels and it won’t get forgotten about. It will also ensure that everything gets replied to and nothing is missed. Thus, giving great continuity. It will also give your business a polished look to anyone who may look at your channels. When having links on your website to your social media platforms you need them to be active to enhance people’s opinion of you.
At Curtis Gabriel we can offer 365 days a year customer service coverage for your social media accounts. We have a dedicated team for out of office work to ensure all your channels are tended to and covered between 9am to 10pm on week days and 10am to 10pm on a weekend.