More than ever, your customers are following the brands they love and are talking about the things they like and hate on Facebook and Twitter. Maybe your company’s social media strategy includes proactive marketing campaigns to spark conversations, but how are you dealing with conversations gone bad, especially complaints and problems that need customer support?
If you’re using Desk.com, but haven’t connected your social channels, it’s time. Connecting your company’s Twitter and Facebook accounts to Desk.com automatically turns those customer posts into tickets that go to your customer support team. Even if it’s a team of one, you’ll be able to follow that ticket through to resolution so your customers are taken care of. If you’re in need of help from someone else in your company to resolve the case, it’s easy to assign and manage that ticket too.
We created this video to show you how easy it is to connect your social channels to Desk.com. It takes a couple minutes to watch, then follow the steps and in a few minutes you can get your Twitter and Facebook channels connected.
If managing customer questions and complaints on social media is a new process for you, here are five simple steps to managing a customer complaint on Twitter, Facebook and other similar social media channels from customer service expert Shep Hyken:
First and foremost, respond quickly. Many customers feel that a same-day response is acceptable.
Think of this as a conversation. Respond in a conversational style. Don’t use a canned answer and customize your response if possible.
If they are obviously angry, don’t become defensive. The risk is that you start an argument in front of everyone. Instead, take control of the comment by first apologizing for any issue they are having, and letting them know that you are there to help.
Ask them to direct message you their contact information so you can get the information needed to call them on the phone or start a longer email conversation — in private.
Once the problem is resolved, go back to them on the original social media channel they used to reach to you and thank them for bringing the problem to your attention and the opportunity to fix it. Show there was a positive resolution.