📚Recommended reading: Should you delegate social media to your customer support team? Shoppers are more likely to actually reach out to you if they can do it on a channel they like, as opposed to not reaching out and just being upset and posting about that publicly, telling their friends, or simply never purchasing from you again. Not everyone wants to make a phone call when they need help. 3) To offer support in the format and on the channels people like to use These customer queries get the most eyes on them by far as compared to a one on one channel like email, direct messages, interacting with a chatbot, or making a phone call. Because of this, it can define what people think of you and change your brand’s perception. Everyone who looks at your brand’s social page will be able to take a look at what people are saying. In addition, social media is a public form where anyone can view comments, whether they’re positive or negative. who message businesses report that it makes them feel more confident about the brand, according to Meta for Business. In fact, 69% of Facebook users in the U.S. Showing customers that your brand is available whenever they have an inquiry builds trust. And, according to research from Shopify, 58% of people claimed that their purchase decision was influenced by getting support on their preferred channel.Ģ) To manage brand reputation and resolve public comments privatelyīeyond answering direct messages from customers on social media platforms, maintaining a brand presence on social media helps you keep tabs on mentions of your brand, as well as engage and provide customer support via comments or threads. When teams answer support across different channels that seamlessly connect, that’s part of an omnichannel approach. Social media can be used as a way to further connect with your customers and potential customers in the spaces they’re already active in.
#Facebook and instagram customer service how to#
However, the benefits of social media customer service outweigh the negatives, especially with the right tools and approach.Ä«elow, learn how to leverage your social media channels for customer support in ways that stand out to your customers and support your team. The tricky part is keeping up with the customer service issues that arise while still maintaining a positive, engaging presence.
Customer inquiries pop up in many different places, like in the comments on your paid ads, in direct messages, or as comments on your posts. Using social media as a support channel can be unwieldy and time consuming for ill-equipped teams. And whatever type of social media posts your brand creates, one thing is certain: people are going to reach out to you there. Your social media presence serves many purposes, from creating a brand image to testing out new product ideas.
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