How To Provide Great Social Media Customer Service

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Fact: As customers, we want the brands we buy from to offer support on the platforms we’re on daily. Implementing customer service solutions into your social strategy will greatly benefit your business, as you’ll be meeting customers where they are. But to provide great social media customer service, there are a few things you need to have in place! Today we’re covering 3 ways you can offer customer service support, as well as some of our best practices you can use moving forward.

Pick A Response Time & Stick To It

Long gone are the days where you could wait days before responding to a comment or DM from a customer. Your audience will expect timely replies to their questions/concerns and it’s important that you answer them as quickly as possible. We recommend responding in 2 hours or less during normal workday hours, and if you will be unavailable on the weekend set up an auto-reply to let your customer know that you’ll get back to them as soon as possible.

Choose Your Message Management (auto-replies, use FB inbox for both platforms)

One of our favorite ways to manage all the messages coming in is by using Facebook Inbox. This allows you to streamline your communications for both Facebook and Instagram. If you use Later as your scheduler, you can also use their “Conversations” feature.

Hire Insight Social

When you work with Insight Social, you’ll have a team dedicated to your entire account, ensuring that no message or comment goes unnoticed. During our onboarding process, we’ll cover FAQs for your business, so we can answer most questions ourselves. If we run across a question we can’t answer or a concern that needs to be passed along to you, we’ll contact you as soon as possible through the appropriate channel.

Here are some of our best practices:

  • Reply to each comment and don’t delete them unless they violate IG terms aka spam, or violate community guidelines

  • If you have a problem that’s affecting a lot of customers/orders make a public announcement on social

  • Be consistent with brand voice, and take the convo offline if needed (personal info exchanged/lots of back and forth convo, etc)

If you have any questions about our services, please fill out our contact form HERE to set up a FREE consultation.

TutorialsAshleigh KluckCustomer Service, Social MediaComment