5 easy tips for improving your social media customer service

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Responding to angry comments and answering a load of DMs isn’t easy, especially when you’re juggling a billion other tasks. Use these tips to level up your social media customer service and take customer satisfaction up a notch *without* giving yourself more work!

  • Use a chatbot – These are a great way to provide basic social customer service and address FAQs 24/7, even when you’re not online.
  • Create guidelines for socialHelp your team build consistency with guidelines for tone of voice, response times for each channel, FAQs and process for escalations.
  • Manage customer expectations Make it clear to customers when your service team is available and how long it typically takes for them to hear back from you.
  • Don’t make customers wait Minimise your response times by automating processes to create efficiency and using tools like saved replies and autoresponders.
  • Turn public conversations private Instead of resolving a comment publicly, ask a user to send you a DM, as complaints, questions or requests are often better handled through a private channel.

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