How to improve service on social networks in 5 steps
Understand the importance of well-executed online service and learn how to improve service on social networks and have satisfied customers.
Gone are the days when Facebook, Instagram, WhatsApp, Twitter, and other networks were just channels for entertainment and personal exchanges. Today, they are also important touchpoints in the customer journey with brands. For this reason, the focus of many companies is improve service on social networks.
According to survey data from Hootsuite and WeAreSocial platforms, Brazil has 150 million active users on social networks, which is equivalent to 70.3% of the population.
This data reinforces the relevance of these channels, since the tendency is for the user to remain on the channel where they are both to be entertained and to seek information about a brand or online service.
If your business is present on social networks, this is the opportunity for you to improve the quality of service, using each channel strategically.
Read on and learn valuable tips for providing good customer service through Instagram, Facebook, WhatsApp, or another network.
Have a good read!
What is the importance of service on social networks?
Social networks are important communication channels because They concentrate a large number of people, which attracted companies that, in turn, gained special resources to use them as business tools.
The increase in internet use through smartphones was also a trend that contributed to the growth in the number of users, since 58% of Brazilians use this medium to access the web and access their favorite social apps.
Currently, the customer wants maximum convenience to meet their consumer needs and this includes contact with companies. So being on the right channels is the first step to strengthen relationships with customers.
Thus, it is possible to provide a positive customer experience, which helps to reinforce the brand's image and reputation.
5 tips to improve service on social networks
In an environment with so much potential, it's important that companies don't waste the chance of obtaining more expressive results with social media.
To help you strengthen your strategy, we have listed five practical tips for improving service on social networks. Check it out!
1. Be present on different channels on social networks
An important point to improve service on social networks is create a strong digital presence on different channels to be able to meet potential and current customers in their journey with the brand.
So if the company profiles are active, that is, they have relevant, frequent content and there is interaction in the accounts, the users create reference points there.
Once they realize that the channel is monitored, start to pick you up to ask questions or answer questions, which may be crucial for a new or recurring purchase decision.
Knowing the customer profile helps to create the Mix of social networks perfect for your brand and to offer a rich experience through each one.
2. Identify which demands are most frequent on each channel
By studying the customer profile, it is possible to obtain other important information to improve service on social networks: What demands are most frequent on each channel.
The movement in the networks is quite dynamic, but interactions and requests may indicate the type of support that is requested and which phase of the customer journey it corresponds to.
For example, customer service through Instagram is usually related to pre-sales, when the potential customer is getting to know the brand. Then, a quick service can contribute to the closing of a purchase.
WhatsApp, which 91.7% of Brazilians use, combine pre- and post-sales functions. As for making complaints and resolving more serious issues such as a problem, making exchanges or returns, for example, e-mail is the preference of some customers.
Then, do a survey and prioritize the most relevant social networks and eliminate those that may not be relevant.
3. Use a help desk system that integrates social networks
In addition to social networks, companies also have other channel options such as live chat and telephone. Dividing the team's work between them is easier if the company Have an efficient help desk system that integrates everyone.
An omnichannel service helps the team to identify and respond quickly regardless of the channel the customer used to request the service.
Then, it's worth changing or updating the help desk system plan to include social networks and shorten response time. The expectation that most customers have is that their messages on networks will be answered in Up to 60 minutes, but the less time it takes the better.
See the results in practice with the BelaBelinda brand case, an e-commerce of apps, which decreased by 80% manual labor and increased service speed with the help of the cloud humans team.
4. Include chatbots to assist the team
Brazilians spend, on average, 10 hours connected to the internet. So, to ensure wider coverage and improve service on social networks, the alternative is include chatbots to assist the team.
That way, when the in-person team is not available, the chatbot can provide quick answers to basic requests or give the option of receiving contact from an operator the next day.
The chatbot is also useful while working, helping to support simpler requests, which allows the attendants to solve the most complex tickets.
5. Adjust the language to the social media channel
Social networks in general are platforms for more informal, dynamic and relaxed communication. So it's important Adjust the service language to the channel used in such a way that the tone maintains professionalism, but adapts to the situation.
For example, if it is a complaint, the attendant cannot act as if it were something ordinary, he must show that he cares. To do this, it is important to train the team so that they know how to position themselves, especially when communicating via text.
Have good professionals on your team
A team sharp with the company's objectives is also essential to improve service on social networks. After all, they are the ones who are going to execute the tips above, aren't they?
If you want to invest in an agile and well-trained team to handle your social networks and other channels, Cloud Humans can be your partner in this endeavor.
Our team of professional attendants is able to provide humanized, fast, assertive service with the correct standards. That's it or your money back!
Talk to our experts who are available to present our solution and show how much it can help you achieve your business objectives.