Customer Service Best Practices for Social Media

Posted on January 20, 2016 by


There was recently a great article on Mashable, “Customer service best practices: Making social media a two-way conversation.” We will consider this article when we are having the January 20th SMChat that focuses on customer service. The author of the article, Stephanie Walden, lists seven best practices for engaging on Social Media with Customers:

  1. Your customers are not your BFFs
  2. Timeliness is crucial
  3. Carefully consider hiring choices for social media positions
  4. Take heated conversations offline in a tactful manner
  5. Use CRM softward, but don’t rely on it 100%
  6. Customer service is not the same as crisis management
  7. Show your human side

During the January 20th SMChat, we will discuss each point and how it relates to your organization and how your customer service team could/does apply that particular best practice to your social media engagements.  We hope that you will join us at 1p.m. ET for SMChat on twitter. The questions for the chat appear below:

Q1. What tone do you use with your customers? How does your team “keep it professional”?

Q2. What is the response time benchmark for your customer service team? Does it vary by channel?

Q3. Who is involved in the hiring process for social media positions? What factors are considered?

Q4. How do you handle heated conversations? Where are they resolved?

Q5. Is your customer service team using a CRM? What other departments are using it?

Q6. Do you have a crisis management plan? Who declares the shift to crisis management?

Q7. How does your organization connect with customers on social media in a humanistic way?

As always, we look forward to the conversation! See you at 1p.m. ET on Wednesday, January 20, 2016.