With more and more customers turning to social media channels – Facebook, Twitter etc – to connect with brands, post queries and criticisms, companies are fast realising the importance of client servicing.
Leading PR agencies that provide community engagement services are of the opinion that social customer service can be complicated and cumbersome for businesses, especially for the smaller brands, because client expectations fail to match the size of PR servicing teams.
Since social engagement is assuming greater relevance for companies, here are some quick hacks one can use to integrate social client servicing into their day-to-day work routine.
Use a monitoring hub to keep a close watch on the social activity
Every business owner should consider setting up searches for keywords and hashtags that are can be used to define a brand. Spend time to find out which words and phrases the audiences are most often using to talk about the industry. Leading PR agencies are in favour of setting up searches for the different variations of a brand name can do wonders when the target audiences are engaging in discussion without actually tagging the business.
Create relevant reminders to drive focussed engagement with the community
When community management isn’t the only ‘task’ you are handling, it becomes tough to prioritise and dedicate time to ensure active monitoring and social interaction with the audiences. Leading PR agencies often set reminders as per their convenience to bolster effective community engagement.
Using private twitter lists to keep track of brand advocates
When a brand has a huge followers’ base constantly interacting with it and engaging in advocacy efforts, it becomes mandatory to add these trustworthy clients to a private Twitter list.
Leading PR agencies favour maintenance of private Twitter lists to allow them to identify/find new ways to organically interact, boost relationships despite not reviewing the feed 24/7.
Creating phone alerts for social media apps
Are you aware that over 40% of the clients who use social channels to lodge complaints expect a response from the concerned authority at lightning speed (ie. within an hour)? Since most of the target audiences are looking for quick and accurate responses when they choose social channels to voice their concerns, it assumes relevance for a business to ensure that all their queries are promptly responded in real-time.
Following team approach to social client servicing
Like it or not, customer service should be treated as a 24×7 job. When a business owner is managing everything on his own, there are higher chances of missing out on important tasks. To ensure your clients are not disappointed, a team approach can come in handy. For the client servicing team, you can divide the channels to ensure that all the concerns are answered.
Outsource social customer support to save time
PR agencies across the globe have dedicated social media teams to offer community management services. These firms actively keep dedicated eyes on relevant trends, hashtags, keywords that allow them to judge the impact efficiently without fail.
The startup ventures can consider outsourcing their social customer services as they usually have limited budget and face manpower constraints.
Want to outsource social customer service to ensure online success for your business? Share your queries and our team will be in touch.