Social media as a customer service tool is still a relatively new concept. Companies of all sizes and shapes are learning the ropes as they go, which can sometimes result in a negative experience for both the brand and the consumer. That explains why almost any company you can think of has an active support team that operates solely for customers on social networks.
From the content you post and the images you upload, to the way you respond and engage your followers on the platform, you must maintain professionalism consistently.
Here are 6 social media support mistakes that you must avoid at all costs.
If your customer has chosen to get in contact with your customer support department via a public platform like social media, you need to ensure that your response is made on that same public platform.
One important justification for this is the fact that there may be other customers who have the same query. Along with that, it can also be good proof that you take every query seriously and that you’re willing to go to whatever length possible to get a solution to each customer query.