There are two things a business cannot do without a website and social media channels. If your site allows you to have a strong online presence, your Facebook, Twitter or Instagram pages are used to maintain your community. More direct and less formal, social networks are gaining ground in business communication. You know them, of course, for their memes and their kitty videos, but is it really their only use?
In addition to posting funny, useful or interesting content on your pages, you can also manage your customer relationship. Your social pages are the first platforms to which your customers turn in case of glitch – by the telephone exchanges which make us wait hours with a piece of Mozart. No wonder, they are easy to access and most importantly they are public. This is where we sound the alarm. Who says public, says danger. There is no question of ignoring what is happening on your accounts. Better yet, you can easily turn it to your advantage. For this, there are 3 golden rules: exchange, responsiveness, and transparency. What does that mean? How to best manage the complaints of your customers on social networks? You’re in luck,
Here we write to manage the complaints of your customers on social networks
01. Choose the right platforms
Before talking strategy, we will discuss format. What is the best place to do customer relationship? We do not speak the same way on all platforms. Each has its specificity. You must choose the one that will be best suited to communicate with your customers. Of course, everything depends on your activity and your strategy, but know that Facebook and Twitter remain the preferred platforms for support. Simply because they are engaging social networks on which internet users communicate easily. Also, the social networks improve user experience for your website.
In addition, many companies decide to open a separate account dedicated to supporting. If you do not want to end up with a list of derogatory comments when you simply try to present your new collection, it may be a good thing to do. We do not hide the fact that having two accounts means having twice as much work, but on the other hand, it allows you to separate your content and better control your image.
02. Be responsive
According to a study, Internet users expect to receive a response in less than an hour on social networks. Yes, welcome to the era of instantaneity! Today, we want everything right now – especially when something is not working. Being responsive is crucial in managing your customer service. This helps calm the game and prevent escalation. In addition to preventing bad buzz, responding quickly helps you gain the trust of your community. You may not be at the top level in the first few months. Nothing dramatic about it, the important thing is to remain constant and set goals to achieve: say you start with a response time of 4 hours, give you two months to go to 3 hours, then 2 hours and so on.
The only problem with this, unlike your business, your Facebook page is not closed evenings and weekends. Comments and publications do not stop at your office hours. Support on social networks can quickly become permanent 7/7 and 24/24. Do not worry, there is no reason to lose sleep. You can organize tours and relay yourself to guard. Another option is simply to warn your community by telling them that their remarks have been taken into consideration and that you will come back to them as soon as possible. Have you thought of Chatbot? Facebook allows you to easily configure a small robot that will speak for you in private message. There are so many, do your research to find the one that best suits your needs and your business.
03. Set rules
Even on social networks, we cannot tell everything. To manage your customer relationship effectively, you need to establish rules. The first is what you can communicate and what you need to keep confidential. As a business, it is important that certain information remains out of the public sphere, such as legal issues or payment issues. Choose the media style you want to give and decide when to send your clients to private communication.
The second rule is the tone you want to adopt. Are you going to be formal or casual? It’s up to you to choose according to your strategy, your target and the nature of your business. A law firm will not speak the same way as a florist. The important thing is to be in agreement with the identity of your box.
You must then ask yourself how to handle tricky situations. Do not wait to find yourself in crisis to improvise. Think ahead of the wording and how you want to solve the problems. Speaking of problems, this is a word you never use with your customers. Avoid negative terms. This gives a bad image of your business and could easily turn against you.
04. Stay tuned
Social networks are the showcase of your business. What is said about you will have a direct impact on your brand image. That’s why, in addition to responding to comments, you must moderate them. Whatever the situation, do not respond to insults. Never enter the game of aggression. You will meet many people who just want to get upset in front of their screen. Just show empathy and patience. Just be an attentive ear, it’s often all that will be expected of you.
In addition, you have the chance to be in direct communication with your customers, take advantage of them to collect their opinions. No reproach is vain, on the contrary, it is a chance for you to know your weak points. Listen to the complaints and use them to improve yourself. Positive or negative, all remarks are good to take.
05. Keep your sense of humor
We can talk about serious topics on Facebook, but that does not mean you have to lose your sense of humor. When you have an unsatisfied customer, feel free to relax the atmosphere by using a casual tone. Not only will you engage in conversation more easily, but you will also create a true relationship of trust. When you are asked for advice, get involved and do your best to provide a clear and effective answer. In the end, all that people want is to talk to humans. So even if it goes through a computer, be genuine and put your heart into it. A dissatisfied customer can become your best ambassador if his request is well handled. Remember, this is what could save your day when you face a shower of reproaches.