And it is precisely to satisfy this growing trend that specialized professionals are being developed to respond quickly to people interested in a specific product or service (and not only).
All this while being careful to use the right tone of voice and a proactive attitude .
Response time , competence but above all tone of voice and patience , become key elements in the management of a company page.
To best manage the social customer care service, several qualities are needed . Let's see them.
1. Precision
Answer without making mistakes and typos based on the user's question, also double- or triple-checking what you wrote before publishing.
Also carefully evaluate the sources of your information. An additional tip: ask the opinion of those around you .
Feedback from a more experienced or knowledgeable colleague on a particular question/situation can be very helpful.
2. Speed
Users expect quick responses, but it is also true that you cannot always be online. In this case, the brand must clarify the hours in which the customer service is active and when, instead, it is offline.
With a chatbot, you can also send an automatic response containing a link to a FAQ page where you can find answers to the most common questions.
3. Flexibility
You should always be careful not to misunderstand mexico whatsapp shopping data what the user has written. In that case, it is better to ask an additional question and ask for clarification. Consider the user's reason for commenting and any issue raised in a 360° manner.
If you don't have a solution, let the user know that the issue will be resolved soon and update them on any developments on the issue.
If the problem seems too personal, however, it advises the user to move the conversation to private mode or to contact the call center by phone.
4. Transparency
Admitting your mistakes is an added value that people always appreciate. Denying a problem or hiding it, on the other hand, can make the situation worse.
Taking time is only okay if you admit the problem and actually try to resolve the situation.
5. Sincerity
If the problem is real, it is best to respond sincerely and with appropriate language . Apologizing is important, but not always necessary.
Instead, it may be more helpful to share with the community what you have learned through experience.
Once the impasse is overcome , the experience can be reported in a tweet, status, or blog post. This will help generate positive buzz around the issue by demonstrating empathy.
6. Understanding
Conversations between companies and people are first and foremost human conversations . Being professional doesn’t mean being stilted or overly detached.
The user needs simple and comprehensive answers to more or less complex problems.
It is good to use accessible, engaging and empathetic language, while remaining professional and focused on the goal. Avoid jargon and respond directly to the person (or group) using their names.
