Source: Gorgias Team
Responding to social media comments on your ecommerce posts and ads is critical. But customer service agents and social media managers can’t prepare for everything. Sometimes, comments will catch you off guard.
The below tips can help you craft the perfect social media customer service response to retain customers and drive revenue.
- Take time to fully understand the context – While responding quickly is important, you don’t want to rush your response as you might miss an important element.
- Craft your response differently for product questions, positive reviews, negative reviews, and contentious issues – Make sure you’re adjusting your canned responses based on the sentiment of the comment, or use a machine learning helpdesk to help you segment comments based on sentiment.
- Respond to the comment quickly – When you’ve got the right response, go ahead and comment. Don’t forget to tag the person you’re responding to.
- Make sure customer support sees the issue through to resolution – If it’s an important issue, you should do one follow up comment and tag them to make sure they saw your response. Or set the customer ticket to snooze through Gorgias and automatically be reminded to check in a few days later.
Follow these guidelines to social media customer service, and you’ll gain new fans while deepening your connection with your current customers. If you’re looking for a tool to help that integrates into your tech stack, check out Gorgias and get a 2nd month free.