Social media has enabled the brands to serve their customers even better. It helps them stay connected with the customers and offer the customer service.

Econsultancy columnist Nikki Gilliland has shared six mistakes that should be avoided in social media customer service.

Gilliland says, “Faster, easier, and far more convenient – social channels can streamline processes and satisfy customers in the process. Or at least, that’s the general idea.

Despite the uptake of brands using social media in this way, it’s not always easy to keep on top of, as many brands fall foul of common mistakes as a result. It’s still up for debate whether Wetherspoons’ decision to wipe its social channels was a PR stunt or a cost saver or due to its inability to properly maintain them.

Here’s more on that and other big mistakes to avoid.

Don’t leave people hanging

An obvious one to kick off, but it’s staggering how many brands don’t respond to all customer queries, as well as fail to wrap up conversations. This can often be due to the same query being asked over and over again, or simply the sheer amount of interactions received overall.

With many brands struggling under the weight of enquiries, it’s important that teams have a clear strategy on how to prioritise the most important. Without these internal guidelines or assistive technology, service can become more ad-hoc and random, leading to people who leave general comments being side-lined, and customers with specific complaints left hanging (even after an initial conversation has occurred).

Unsurprisingly, this can leave customers highly frustrated, feeling undervalued and even less positive about the brand than they did before”.

Six mistakes social customer service teams should avoid

Econsultancy

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